Windows - Check network drive path in GPO


link

ID: 360008918157

Created at: 2020-05-21T10:38:41Z

 

  1. Open start > Administrative toolsGroup Policy Management as Administrator
  2. Expand Forest > Domain > work.local > vistra > city based on user location
  3. Find mapped drive policy under containers workstations or users
    mceclip0.png
  4. Click Settings tab
  5. Check drive letter and pathmceclip2.png
    Additionally you can check Security group level targeting.

    Sometimes you can find policies like this:
    mceclip3.png
    to check the path:
    1. Click Settings tab
    2. Copy Unique ID
      mceclip4.png
    3. Navigate to \\work.local\SYSVOL\work.local\Policies\Unique ID\User\Scripts\Logon
    4. Edit *.bat file
      mceclip5.png
    5. Check the letter dive and path
      mceclip6.png

Related Issues

https://ovgroup.zendesk.com/agent/tickets/378534

Related Articles

Windows - Check network drives paths on user profile

Windows - Check network drives paths on user profile


link

ID: 360008916157

Created at: 2020-05-21T09:02:27Z

 

  1. Open AD and search for a user based on the ticket
  2. Click Profile tab
  3. Check if user has no logon script
    mceclip0.png
    1. if yes, open the logon scrip to check Drives paths
    2. if no, proceed with instruction
  4. Connect to user
  5. Open powershell
  6. Copy and paste below script
    Get-PSDrive |
    Where {($_.name.Length -eq 1) -and ($_.name -ne "C")} |
    Out-GridView -Title "Network Drives"

Alternatively you can use cmd "net use"

Related Issues

https://ovgroup.zendesk.com/agent/tickets/378534

Related Articles

 Windows - Check network drive path in GPO

Home printer redirection for citrix


link

ID: 360008894357

Created at: 2020-05-20T13:01:16Z

Use following template for Managing Director Approval

Replace @user and @Managing Director accordingly

Dear @user,

 

@Managing Director needs to approve your request so that you can print from home.

 

By approving @Managing Director accepts that sensitive information will be copied out to an environment we don’t control, and we will have no visibility over what happens to the print outs, and accept the risk of any exposure in that way (i.e., lost papers, papers not shredded before disposal, papers exposed to other members of the household). If needed, he can consult with Legal on any GDPR impacts.

 

Also @user will be responsible for:

  • the security of her home network where other devices may have access to the same printer (and any residual data on the device).
  • ensuring the security of the print outs
  • transporting the printouts securely
  • proper disposal of any discarded printouts. Per policy these should be shredded.

 

Whenever @Managing Director approves then we can proceed.

Related Issues

https://ovgroup.zendesk.com/agent/tickets/360387

https://ovgroup.zendesk.com/agent/tickets/363447

Traning - addresses


link

ID: 360008892757

Created at: 2020-05-20T12:27:27Z

List of email and website addresses for user training

Address Website Description
vistra-training@f-secure-phishd.com https://f-secure-phishd.com* phishing exercises
Percipio.Support@vistra.com https://vistra.percipio.com/ Security training
compliancesupport@skillsoft.com https://vistra.percipio.com/ Compliance training
skillsoftcompliance.noreply.eu@skillsoft.com   Percipo Notification email

Exchange on Premises - Enable OWA for user


link

ID: 360008887637

Created at: 2020-05-20T11:02:04Z

  1. Log in to Exchange Server
  2. Open Exchange Management Console
  3. Double click on Microsoft Exchange on-Premises Recipient Configuration Mailboxmceclip1.png
  4. On the Action panel choose Find...
    mceclip2.png
  5. Search user email address based on a ticket
  6. Right click on email address and choose Properties
    mceclip6.png
  7. Navigate to Mailbox Features tab
  8. Click on Outlook Web App  > Enable
  9. Click OK button
    mceclip4.png

Related Articles

Exchange on Premises - OWA user access

 

Exchange on Premises - OWA user access


link

ID: 360008981158

Created at: 2020-05-20T10:36:22Z

 

  1. Open web browser
  2. navigate to https://www.vistra.com/remote
  3. Under WEBMAIL - Email Access choose Webmail portal based on your location
    mceclip0.png
  4. Type in the login with “work.local\” prefix and password (login and password same as used to login to vistra computer)
    mceclip1.png

You have now accessed your vistra email remotely.

Related Articles

 

McAfee - Servers


link

ID: 360008977098

Created at: 2020-05-20T09:49:32Z

 

Powershell script to retrieve all McAfee server names

$exchangeServers = get-adcomputer -filter {(name -like "*SRVEPO*") -and
(enabled -eq $true)} |
Select name

$exchangeServers | Out-GridView

McAfee - Temporary disable DLP


link

ID: 360008880357

Created at: 2020-05-20T09:15:43Z

 

  1. Ask user to unplug the USB stick from their workstation

  2. Go to McAfee DLP webpage

  3. Click on menuData Protection > DLP Help desk

    mceclip0.png
  4. Go to DLP console on the user workstation (manage features > DLP)

  5. Compare the information with the DLP console on the computer with the console on web and type the missing parts.

    1. End user name - user name or email address

    2. End user email address - email

    3. on the computer check the Identity version and copy it to “with revision number” on the McAfee DLP page

    4. Copy identification code to the McAfee DLP page

    5. Set Bypass Duration based on the ticket.

    6. Generate the key and copy it to the console on the computer.

  6. Ask user to plug USB to computer.

  7. User should have an access to USB stick now

mceclip1.png
 

McAfee - Servers

Exchange on Premises - Servers


link

ID: 360008974578

Created at: 2020-05-20T08:58:39Z

Powershell script to get all exchange servers names

$exchangeServers = get-adcomputer -filter {(name -like "*SRVEXC*") -and (enabled -eq $true)} | Select name

$exchangeServers | Out-GridView

Exchange on Premises - Add\Remove user to Distribution group


link

ID: 360008974138

Created at: 2020-05-20T08:28:44Z

Add\Remove users from Distribution Groups in Exchange console

  1. Log in to Exchange Server
  2. Open Exchange Management Console
  3. Double click on Microsoft Exchange on-Premises Recipient Configuration Distribution groups
    mceclip3.png
  4. On the Action panel choose Find...
    mceclip2.png
  5. Search for distribution group based on a ticket
  6. Right click on email address and choose Properties
    mceclip6.png
  7. Navigate to Members tab
  8. click Add... button
    mceclip7.png
  9. Search for a user based on the ticket
  10. Click on user from search result and then click OK button
    mceclip8.png

 

Related Issues

https://ovgroup.zendesk.com/agent/tickets/374610

Related Articles

Exchange on Premises - Exchange servers

Worksite - DM servers


link

ID: 360008843197

Created at: 2020-05-19T11:32:13Z

EG. for lux users server would be named LUXSRVDMXXX - where XXX is the number of the server.

Check DM server name from user side

  1. Open Outlook

  2. navigate to File > Account Settings > Data Files

  3. double click on FileSite

    mceclip0.png
  4. press Servers button

    mceclip2.png
  5. Here you should see the name on DM server
    mceclip1.png

Check DM server name from Active Directory

  1. Open AD 
  2. Press on Search option
  3. Change Find: option to Computers
  4. Make sure to search in work.local
  5. Enter part of server name based on user location - eg. for lux user type LUXSRVDM
  6. Click Find Now
  7. Choose the server from find result which has LUXSRVDM name and least zeros in the Server number
    mceclip4.png

Nuance - Fix Time issue


link

ID: 360008832417

Created at: 2020-05-19T09:49:38Z

1. copy the .ini file from attachment to C:\ProgramData\Nuance

Related issues

https://ovgroup.zendesk.com/agent/tickets/210801

Worksite - Fix pdf opening


link

ID: 360008931538

Created at: 2020-05-19T09:19:49Z

 

  • Nuance should be the default pdf viewer for system and worksite
  • Worksite can ignore default pdf viewer system settings
  • This causes pdf files to open in Adobe Reader
  • This causes documents not to check in worksite
  • Below instructions shows how to correct this issue
  1. Open outlook
  2. navigate to WorkSite tab
    mceclip1.png

  3. Click Options and choose Local Applications from the drop-down menu
    mceclip2.png

  4. Click Add button
    mceclip3.png
  5. Click Import button
    mceclip4.png

  6. Click Adobe Acrobat and then OK button
    mceclip5.png
  7. Click Browse... button
    mceclip6.png

  8. Navigate to path where nuance PDF is installed, and click Open button.
    (Default: C:\Program Files (x86)\Nuance\Power PDF\bin\NuancePDF.exe)
    mceclip7.png

  9. Click OK and then Close
  10. Restart outlook


    Related Articles

    Worksite - Configure worksite addin

Worksite - Fix pdf saving


link

ID: 360008793517

Created at: 2020-05-18T14:08:43Z

  1. Control panel > programs > programs and features

  2. Right click and repair iManage

  3. Right click on Adobe > change > repair

Worksite - Recover file from worksite


link

ID: 360008793397

Created at: 2020-05-18T14:02:28Z

  1. RDP to DM server based on user location.
    EG. for lux user RDP to LUXSRVDM01

  2. open windows explorer > LUX Data (E:) > search the number

    mceclip0.png
  3. Right click on the file and navigate to previous versions
    mceclip1.png

  4. Copy the file to the desktop

  5. Rename it to something that user will know is a backup of file from the ticket

  6. Send file to user via outlook

     Make sure to send it via email, as user won't be able to open it from elsewhere.

Worksite - Delete documents


link

ID: 360008793237

Created at: 2020-05-18T13:55:26Z

  1. Right click on document

  2. choose to be deleted - document will be deleted in 1 to 2 hours

Related Articles

Worksite - Configure worksite addin

Worksite - Fix addin disabling when launching outlook

Worksite - Fix document checking


link

ID: 360008792577

Created at: 2020-05-18T13:54:17Z

  1. Save all MS office documents
  2. Close all MS office programs

  3. Click start (all programs) and run LUX Worksite

  4. Open excel

    1. navigate to file > options > Add-in > Disabled items > go

    2. enable all worksite addins

    3. navigate to file > options > Add-in > COM Add-in > go

    4. tick all worksite lines

  5. Repeat point 4 for Outlook and Word

  6. Click start (all programs) and run LUX Worksite again

Related Articles

Worksite - fix pdf opening

Worksite - Fix addin disabling when launching outlook

Citrix - Troubleshooting - fix SSL Error 61


link

ID: 360008899118

Created at: 2020-05-18T12:58:12Z

 This article explains how to fix following Error Messagemceclip0.png

For Windows users

  1. Open internet explorer
    mceclip6.png
  2. Open https://www.vistra.com/remote page. Select one of the below Citrix gateways based on your location.
    mceclip7.png
  3. Navigate to gear > Internet options
    mceclip8.png
  4. Navigate to Security tab, choose trusted sites and then sites
    mceclip9.png
  5. Under Add this website to the zone type address of the citrix gateway should be added automatically (if not add manually). Press Add
    mceclip10.png
  6. Restart all web browsers

For MAC OS users:

Citrix - access for MAC OS

Related Articles:

Citrix - access for MAC OS

Citrix - Remote access for users

 

Citrix - Remote access for users


link

ID: 360008895378

Created at: 2020-05-18T12:26:42Z

 

 Make sure that user has mobilepass application installed and token enrolled

  1. Download Citrix Recievermceclip4.png
  2. Open https://www.vistra.com/remote page. Select one of the below Citrix gateways based on your location.
    mceclip7.png
  3. On the Login page please enter the login details as explained below:
     Field  Value
    User Name

    Same as for your Vistra office computer

    Password

    Same as for your Vistra office computer

    PASSCODE

    6-digit passcode from the SafeNet MobilePass app followed by the 4-digit PIN


    mceclip12.png
  4. You are now logged into Vistra Citrix environment. Depending on the access you have been given, you may see one or more icons which you can open to access your desktop environment.
    mceclip13.png
    Simply click on the desktop you want to connect to and launch the application.

 

  1. Download Citrix Recievermceclip4.png
  2. Open https://www.vistra.com/remote page. Select one of the below Citrix gateways based on your location.
    mceclip7.png
  3. On the Login page please enter the login details as explained below:
    User name: This is the same username you use to login to your Vistra office computer
    Password: The same password used to login at the office.
    PASSCODE: This is the 6-digit passcode from the SafeNet MobilePass app followed by the 4-digit PIN that you set during the setup of the app. EG: 8797481234 (no spaces)
    mceclip12.png
  4. You are now logged into Vistra Citrix environment. Depending on the access you have been given, you may see one or more icons which you can open to access your desktop environment.
    mceclip13.png
    Simply click on the desktop you want to connect to and launch the application.

Related Articles

Citrix - Mobilepass - Token enrollment


link

ID: 360008895018

Created at: 2020-05-18T12:04:48Z

  1. You will receive the activation email from SafeNet Authentication Server <noreply@safenetid.com>. Open this email on your smartphone.mceclip0.png
  2. On your smartphone click on the first link.
  3. Press on Enroll your MobilePASS token.

    ⚠️ Make sure that application is not running before opening the link

    mceclip1.png
  4. Press Activate
    mceclip2.png
  5. Create and enter your secret 4 digit Pincode (also called the OTP Pin) and press Continue. You need this secret pin for every remote Citrix login.
    mceclip3.png
  6. Your Safenet Mobilepass app is now ready to be used for generating Passcodes and logging onto Vistra Citrix environment.
    mceclip4.png

Worksite - Fix addin disabling when launching outlook


link

ID: 360008891658

Created at: 2020-05-18T11:26:29Z

Symptoms

Worksite or iManage TAB is missing from the outlook

mceclip0.png

 

Instructions 

  1. Open outlook

  2. Go to File > Options >Add-ins

  3. Change to Disabled items > Enable iManage FileSite and EMM

  4. Go to Add-ins once more > COM Add-in > iManage > Enable the addinmceclip0.png

  5. restart Outlook

  6. If the Worksite tab is still missing add the registry key under location: [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Interwoven\WorkSite\8.0\EMM\FilingToolbar] - "InstallHook"=dword:00000000
    (attached)

Relate Articles

Worksite - Configure worksite addin

Worksite - Configure worksite addin


link

ID: 360008891158

Created at: 2020-05-18T11:19:19Z

  1. Open Outlook

  2. navigate to File > Account Settings > Data Files

  3. click on Add

  4. double click on FileSite

    mceclip0.png
  5. press Servers button

    mceclip2.png
  6. Click on Add

    mceclip3.png
  7. Type the DM server name

  8. tick Auto Login and Use Trusted Login
    mceclip4.png

  9. Click on Save

Now worksite tab should appear in Outlook, Excel, Word and Nuance PDF

 Worksite folder access is based on DM security groups

Worksite - user access

Related articles

Worksite - User access


link

ID: 360008890978

Created at: 2020-05-18T11:08:00Z

Access to specified folder on worksite is based on security groups.

Locations of security groups in AD can be found with following Powershell script:

# Get all adgroups with name starting with "DM*"
$groups = get-adgroup -filter {name -like "DM*"}
# Select base path from each group by
# 1. splitting by comma
# 2. skipping first element (group name)
# 3. joining paths again
# 4. selecting only unique elements:
$groups |
foreach {(($_ -split ',') | skip 1) -join ','} |
select -Unique |
Out-GridView -Title "DM Security group OUs"
 

Worksite - Overview


link

ID: 360008779597

Created at: 2020-05-18T11:03:31Z

iManage Work (formerly iManage WorkSite), is iManage's core document and email management software. It's a system to store, organize and manage documents, emails and related content.

 

Worksite is used as an addin to Microsoft Office package, and to Nuance PDF.

All the documents are then stored on DM server based on location. ex. server AMSSRVDM001

Locations that are using worksite:

Citrix - Mobilepass - Install application


link

ID: 360008779017

Created at: 2020-05-18T10:32:51Z

How to install and activate Safenet app on your mobile device

  1. You will receive the activation email from SafeNet Authentication Server <noreply@safenetid.com>. Open this email on your smartphone.mceclip0.png
  2. On your smartphone click on the first link.
  3. Press on the SafeNet Icon to download the application, if not yet installed
    mceclip1.pngmceclip1.png
  4. Choose the app for your device (Android or IOS recommended)
  5. Close the app after installing

 

Citrix - Safenet/Mobilepass


link

ID: 360008866358

Created at: 2020-05-18T08:28:40Z

In case user requests a remote access to citrix, then Mobilepass should be configured for them

SafeNet MobilePASS is Strong Two-Factor Authentication method used by users to access Citrix outside of the office.

Related Articles

 

Citrix - log off user from desktop in Citrix Studio (new environment)


link

ID: 360008827878

Created at: 2020-05-15T12:25:08Z

  1. RDP to AMSSRVADMIN001

  2. open Citrix Studio

    mceclip3.png

  3. Navigate to Delivery Groups.

  4. Navigate to the desktop that you wish to log user off and press right click on it > View Machinesmceclip0.png

  5. Navigate to Session tab

  6. press right click on the user based on the ticked and click Log Offmceclip1.pngNow after user log back in everything will be normal.

Citrix - Log off user from desktop in citrix AppCenter (old environment)


link

ID: 360008728597

Created at: 2020-05-15T12:14:50Z

Sometimes users tend to disconnect from the citrix desktop by closing it with an X instead of normally logging of.

This causes some issues with users being stuck on the desktop without being actually logged onto it.

After they try to login they can see black window, or error message that says they are logged.

To fix this issue follow below steps:

  1. RDP to AMSSRVADMIN001
  2. Open Citrix AppCenter

    mceclip0.png

  3. Expand the Farm based on user location. Folder structure under farm differs based on office. Usually user desktops are located under Applications.

  4. Navigate to the desktop based on the ticket and press left click on it.mceclip4.png
  5. Under desktop name click on Connected usersmceclip0.png
  6. Search for a user based on the ticket and press right click on him/her > Log offmceclip1.png

Now after user log back in everything will be normal.

Verona Drive (Deutsche Bank)


link

ID: 360008622037

Created at: 2020-05-13T13:42:20Z

net use v: \\amssrvfs004\VERData$\Data\Amsterdam

Security - GSRAMS-DIR-VER-AMS-DITC-RW

Citrix - Overview


link

ID: 360008590797

Created at: 2020-05-12T14:29:16Z

Citrix is a remote connection tool used to share desktops and applications to the outside world or just in local network.

Locations that are using citrix:

How to Resolve O365 Hybrid Mail Flow Issues with a Renewed SSL Certificate


link

ID: 360007635438

Created at: 2020-04-21T09:05:08Z

When the Wildcard SSL is renewed and installed on the on-prem exchange servers around the group, it should update the Send / Receive Connectors to use the new SSL. On occasion due to a Microsoft Bug, the Send / Receive connectors remain using the old SSL which when expires will then cause email flow issues between O365 and on-prem via the Hybrid connector.

To resolve this, login to HKGSRVEXC001 or HKGSRVEXC002 (Hybrid servers)

************************************Send Connector***********************************************
Open Exchange Powershell and run Get-ExchangeCertificate to get new certificate thumbprint

Run the following command, updating the Thumbprint to the one captured above: $Cert = Get-ExchangeCertificate -Thumbprint 27B1831971ED6DA5DA9EFFA257D3EBF2E8A2CF42

Run the following command: $TLSCert = (`<I>'+$cert.issuer+'<S>'+$cert.subject)

Run the following command: Set-SendConnector -Identity "Outbound to Office 365" -TLSCertificateName $TLSCert

************************************Receive Connector***********************************************
Open Exchange Powershell and run Get-ExchangeCertificate to get new certificate thumbprint

Run the following command, updating the Thumbprint to the one captured above: $Cert = Get-ExchangeCertificate -Thumbprint 27B1831971ED6DA5DA9EFFA257D3EBF2E8A2CF42

Run the following command: $TLSCert = (`<I>'+$cert.issuer+'<S>'+$cert.subject)

Run the following command: Set-ReceiveConnector -Identity "Outbound to Office 365" -TLSCertificateName $TLSCert

*******************************************************************************************************

Check the following to ensure there are no email queues from O365 to On-Prem:

https://protection.office.com/mailflow/dashboard







 

Millogic Account Creation


link

ID: 360007452878

Created at: 2020-04-09T09:16:31Z

Create/remove (a) user(s) in/from Millogic

The aim of this document is to provide the steps for creating/deleting user(s) in/from Millogic.

Section A – IT:

  1. “IAM” form where the team manager can add Millogic to the list of required systems.
  2. Ticket raised with IT from the team manager (since the TM approval is required)

Section B – Super-users to follow the steps below:

After receiving the request with all necessary information (name, email and startdate) from IT, refer to the following:

mceclip0.png

 

Citrix - access for MAC OS


link

ID: 360006851558

Created at: 2020-03-19T11:41:26Z

 If you cannot connect to citrix from home using vistra remote page on MAC:

  1. Install google chrome on your MAC
  2. open Google Chrome
  3. install citrix workspace extension for google chrome
  4. Open https://www.vistra.com/remote page. Select one of the below Citrix gateways based on your location. Right click and Copy Link Location
    mceclip0.png
  5. navigate to Chrome://apps in the search bar and click on Citrix Workspacemceclip2.png
  6. Paste the address from point 4 and click Connectmceclip1.png
  7. New window will pop up. Log in co citrix from heremceclip0.png

Now login process goes the same as usually Citrix - Remote access for users (point 3)

 

Related Articles

 Citrix - Remote access for users

 

Citrix - Mobilepass - Assigning token to user


link

ID: 360006763198

Created at: 2020-03-16T16:49:51Z

  1. Verify approval for Citrix remote access (from Managing Director level)
  2. Add user to AD group: Security - Global Citrix token users
  3. Open the SafeNet Admin portal logon page
    mceclip1.png
  4. Log on using your email address and the passcode+pin from the MobilePass app.
  5. Go to the Assignment tab
  6. Here you can search for the user via several ways (User ID(login), email address, etc).mceclip0.png
  7. Click on usernamemceclip2.png
  8. Go to the Authentication Methods if it is not already open.
    mceclip5.png
  9. Here, please click on Provision, select MobilePass Token, and click on Provisionmceclip4.pngAfter this, the user should receive an email from SafeNet within the next five minutes with guide on how to enrol token.

⚠️ Warning!

  • Note that if they already have a token, a new one may not be required to be sent. Please verify with the user if they have an active MobilePass app on their mobile phone that they are using
  • Never have more than one token assigned to a single user, as every token we assign will cost an extra license.

 

Related Articles

 Citrix - Mobilepass - Install application

Citrix - Mobilepass - Token enrollment

Citrix - Remote access for users

 

 

 

 

How to restore SQL database


link

ID: 360006595017

Created at: 2020-03-11T11:52:22Z

  1. log to server that has backup of the database you are looking for.
  2. For CEE all the databases backups are located on 10.10.10.33 (as example database 020)mceclip0.pngmceclip1.pngmceclip2.png
  3. Copy the database backup to a SQL server that you wish to run the backup for
  4. run the program to convert SQL backup files to a database
    c:\Program Files (x86)\Red Gate\SQL Backup 9\(LOCAL)>
    SQLBackupC -SQL "CONVERT 'F:\RESTORE\DIFF_(local)_020_20200310_220549.sqb' TO 'F:\BACKUP\020_10.03.2020.bak' " 
    mceclip3.pngmceclip4.png
  5. There are 2 types of SQL databases backup
    1. DIFF - difference copy - only the additional data is being added to the database
    2. FULL - done once in a week
  6. Database backup will now be converted to a several .bak filesmceclip5.png
  7. Go to SQL management studio
  8. Choose the database that you want to restore to previous statemceclip1.png
  9. choose all the back filesmceclip2.png

done

SQL Database backup/migration


link

ID: 360006594577

Created at: 2020-03-11T11:13:40Z

Database can be backuped everytime, but if it's beeing used that means that data saved on it after the backup procedure will not be saved

In CEE sql databases are beeing backuped everyday to \\10.10.10.33 to backup drive

  1. Log to SQL server that you want to migrate database from
  2. Go  to database in SQL management studio that you want to migrate
  3. Backup the database. Mark option Copy only backup
  4. Choose the destination file and put .bak extension
  5. Log to server that you want to migrate database to
  6. go to Database > restore > choose the backup file you just created

to prevent users from using database from te old server we can block it by PPM > Take offline

 

Print & Scan - Standalone printers


link

ID: 360006526818

Created at: 2020-03-04T14:03:42Z

Setup instructions for printers not configured in Uniflow (Secure print)

Print & Scan - Uniflow - User database


link

ID: 360006482737

Created at: 2020-03-04T14:02:07Z

This article shows how to browse Uniflow user database

Instructions

 

  1. Choose Database → user from left menu

    3604516.png
  2. Choose filter icon from top right menu:

    3932198.png
  3. Filter fields using '*' as wildcard character like in the picture below

    3899436.png

Database → user → filter → *name*

Users are imported using LDAP filters, no need to modify entries here

Print & Scan - Uniflow - basic operation and vendor contact


link

ID: 360006526498

Created at: 2020-03-04T13:55:53Z

Basic operation

  1. Logon to Uniflow server: wawsrvprn001 or access through https://10.10.10.120/pwserver/ with WORK\ceesvcuni account

  2. https://10.10.10.120/mom/Client with WORK\ceesvcuni account

  3. Open desktop link: “Uniflow Server Configuration”

Desktop links:

3801140.png

Main configuration page:

3932186.png

Contacts

Print & Scan - Uniflow - Card Readers / microMIND


link

ID: 360006482577

Created at: 2020-03-04T13:53:05Z

Hot to get information about card readers for Canon printers

Canon printers have built-in scanner for cards

Instructions

  1. Open Connectors → Agents/Terminals from menu

    3899543.png
  2. Choose MEAP & miniMIND → ListView for Canon connectors setup

    3899557.png
  3. MEAP… connectors (Canon) are lister under IP Addresses of Canon printers

Hot to get information about card readers for non-Canon printers

 

  1. Open Connectors → Agents/Terminals from menu

    3899543.png
  2. Choose MIND & microMIND → ListView for Non-Canon connectors setup

    mceclip0.png
  3. MIND… Connectors (non-canon) are accessible by browser under their corresponding IP address

Print & Scan - Uniflow - How to add and modify LDAP connectors


link

ID: 360006482477

Created at: 2020-03-04T13:48:58Z

How to add and modify LDAP connectors - source of User Database and other settings

Instructions

Step by step:

  1. Choose Connections → LDAP from left menu

    3932254.png
  2. List of created LDAP connections is displayed - each connector for separate OU

    3768362.png
  3. New connector is created by clicking an icon in top right corner:

    3735630.png
  4. Create new connector based on other ones, checking settings in each tab, as follows:

  5. General tab
    Name: connector name
    uniflowServer: WAWSRVPRN001
    LDAP Server Name: current domain controller
    Username & Password: credentials to read LDAP data
    Test connection to LDAP button: tests connection but errors are still possible if OK is returned
    LDAP Directory (…): User OU
    LDAP Browser button: Displays LDAP connection results - best for connection setup testing
    Optional LDAP Filter (…): Filter LDAP results to include only Users
    Example:

    3932226.png
  6. Field scheme tab:
    Field import scheme has to be set up to Active Directory:
    Data type is Users
    Choose ActiveDirectory from Field Scheme list
    Click Load! and then Save buttons.

    3768386.png
  7. Modify PERSONALFOLDER field, to include \!SCAN folder in the path:
    Current path is \\10.10.10.33\homedir$\{sAMAccountName}\!SCAN

    26411045.png
  8. Budget settings tab
    Those settings are not yet in use, can be left with no monitoring.

  9. Click save button at the bottom of the screen

  10. Browse back to Connections → LDAP and click Save if below window is displayed

    3801174.png

Test connection setup by both Test connection and LDAP browser buttons

Make sure to apply all settings, especially import ActiveDirectory scheme

Check if saved settings were applied

Be aware that settings are not synced automatically when Connection is created

Print & Scan - Uniflow - How to export Uniflow database


link

ID: 360006482397

Created at: 2020-03-04T13:44:08Z

How to display and export Uniflow configurations (printers, prices, etc.)

Instructions

  1. Go to Base Data → Statistics

    3932331.png
  2. Chose settings to display under Report Selection → Base Data

    3735733.png
  3. Choose Export format and other filters at the bottom of the page

    3899584.png
  4. Further export can be set up under Server Config. → Tasks

  5. Create new User-defined Script Task:

    3735749.png

 

Export is displayed on Web Page by default, but can be changed to XLS or PDF at the bottom

Uniflow documentation on tasks: http://www.nt-ware.com/mom/5.2/HTML/EN/index.htm#13261.htm

Print & Scan - Uniflow - How to add and modify LDAP connectors - Import LDAP data


link

ID: 360006526018

Created at: 2020-03-04T13:37:30Z

How to force LDAP data synchronization and modify sync schedule

Instructions

Step by step:

  1. Choose Server Config. → Tasks from menu3604553.png

  2. Click Run button to force LDAP synchronization process:
    3768416.png
  3. Refresh page and check Last Result status.

  4. If Last execution failed test and fix LDAP connectorssetup

  5. You can edit synchronization schedule and data override settings by clicking LDAP Import Task

    3866767.png3866759.png

 

Make sure Last Execution status is OK

After forcing import you can check updates under User Database

Synchronization is scheduled to be run automatically every night at 1:00 AM

Print & Scan - Warsaw - Scanning - Fund Printers and scanners
Print & Scan - Warsaw - Scanning - Warsaw - scan not delivered to the e-mail
Print & Scan - Uniflow - How to fix user card assignment
Print & Scan - Uniflow - How to setup price profile
Print & Scan - Uniflow - How to export Uniflow database

Print & Scan - Standalone printers - web page logon


link

ID: 360006525938

Created at: 2020-03-04T13:32:52Z

Canon

Step by step

  1. Type ip address of the printer in search bar on the web browser

  2. Log in on the printer’s website using Administrator account if required
    All of below examples can depend on how old the printer is and if it’s been updated
    Canon printer configured for uniiFLOW login page:

    3834027.png

    Canon printer not in uniFLOW log in page:

    3768510.png

     

    Ricoh web page

    250380315.png

     

    HP

    250445843.png

     

    Xerox

    250544157.png
  1. There are printers that wont ask for password during entering the web page but instead they will require admin password to save changes. Example of the printer: http://10.13.30.2/scanpc.asp?Lang=en-us

  2. Not all of the printers are protected with password

Ricoh

250380327.png

Print & Scan - Uniflow - Printer configuration


link

ID: 360006525898

Created at: 2020-03-04T13:27:17Z

How to list and edit Uniflow printers

Instructions

 

  1. Open Printer/Scanner → Printer/Scanner from menu

    3932277.png
  2. List of configured printers is displayed,
    including serial numbers of corresponding Terminals

    3932286.png
  3. Setup each printer by selecting, clicking and following Step by Step wizard

  4. You can check current printer status under Printer/Scanner → Printer Status

  5. Specific set of commands available for each printer is set up under:
    Printer/Scanner → Output Options → (Printer) → DIF Configurantion Tab
    Examle:

    3801280.png

Printer/Scanner and Printer Status show most important information about printers

Non-Canon printers require Card Readers, which are set up separately

Each printer may have separate set of print commands called DIF

Print & Scan - Standalone printers - Printer related scripts


link

ID: 360006482037

Created at: 2020-03-04T13:22:54Z

Scripts helpful with managing printers

Script to list all printers configured on print servers

#Paths to csv source and output files
$basepath = 'C:\tmp\'
$outputCsvPath = "$basepath\Printers.csv"

#Get all servers name and ip from specyfied OU
$servers = Get-ADComputer -SearchBase "OU=Servers,OU=CEE,OU=Vistra,DC=work,DC=local" -Filter * -Properties * | select name, @{label=’IP’;expression={$_.IPv4Address}}


# uncomment to dispaly chosen servers
#$Servers | Out-GridView

# initialize empty table to store printer info 
$printers = @()

# iterate through chosen print servers
for ($i = 0; $i -lt $servers.Count; $i++)
{   
    # list all printer ports on the server
    # this is done to match WSD ports of printers and get their IP addresses
    $ports = Get-PrinterPort -ComputerName $servers[$i].IP | Select @{label=’IpAddress’;expression={($_.DeviceURL -split "/")[2]}}, name
    
    # store printer list gathered from server in temporary variable
    # add IpAddress field (@{label ...}) to each entry in 'Select' and populate with empty string "" - to be filled in next steps
    # select only needed properties, in desired order
    $tempPrinters = get-printer -ComputerName $servers[$i].IP | Select 'Name',@{label=’IpAddress’;expression={""}},'PortName','ShareName','PrinterState','PrintProcessor','DriverName','ComputerName','Location','Comment','JobCount'
    
    # iterate through printer list extracted from current print server
    foreach ($printer in $tempPrinters) {
       # if port is a WSD port
       if ($printer.Portname -match "WSD-*"){ 
           # Match WSD port on port list with port on printer and get corresponding IP address from port list
           # expand-property to output string only and not an object    
           $printer.IpAddress = $ports | ? {$_.Name -eq $printer.Portname} |select -ExpandProperty IpAddress 
       }
       # if port starts with a digit (expected values are in #.#.#.# or #.#.#.#_# format)
       elseif ($printer.portname[0] -match "\d"){
           # select only IP Address by splitting portname on '_' and selecting first part
           $printer.IpAddress = $printer.PortName.split("_")[0]
       }

       # do not match other conditions

       # add printer info to printer list
       $printers += $printer
    }

    # Write progress bar based on number of print servers already processed
    Write-Progress -Activity "Getting printer info" -PercentComplete ($i/$Servers.count*100);
}

# display exported printes in Grid View
$printers | Out-GridView

# export printer list to CSV and override previous entry
$printers | export-csv -Path $outputCsvPath -Delimiter ";" -NoTypeInformation -Force

# open the created CSV file (should open in Excel if installed) 
start $outputCsvPath

Output is exported to CSV file

WSD ports on printers are matched to corresponding IPs based on Printer Ports extracted from server

Print & Scan - Standalone printers - Canon device admin logon


link

ID: 360006482017

Created at: 2020-03-04T13:21:57Z

Instruction on how to log in to Uniflow printer as administrator directly on the printer

Instructions

  1. Press:

  2. Press [Log in]

  3. Enter Manager ID and system PIN

https://oip.manual.canon/USRMA-0383-zz-CS-enGB/contents/1T0001215567.html

When you are finished with the operation, press [Log Out] or

(Log In/Out) on the control panel to log out.

To return to the Main Menu screen, press [Home button]

Print & Scan - Luxembourg - Printers - Printers Luxembourg


link

ID: 360006525738

Created at: 2020-03-04T13:20:15Z

Add printer
windows explorer > \\luxsrvprn01 (file:////luxsrvprn01) alebo \\luxsrvprn02 (file:////luxsrvprn02) ( for dymo )
Configuration
IP address to the web browser > configuration > name as ( for example LUXDYMO01 ) > default gateway is the same as IP address with 1 in the end

Print & Scan - Luxembourg - Printers - How to delete print jobs from print queue


link

ID: 360006525698

Created at: 2020-03-04T13:19:13Z

login to prn01 server > start > administrative tools > print management > print servers > printers > right click on the printer > open printer queue > highlight the user > right click and cancel

Print & Scan - Luxembourg - Printers - Configuration of reception printer


link

ID: 360006481937

Created at: 2020-03-04T13:17:52Z

go to http://10.51.20.10 > scan tab > email address book and add reception users
10486711.png
then go to Default SMTP configuration  and set up as follow:
10486719.png
If you do not know the SMTP server you can use CMD and type ping luxdag001

Print & Scan - Uniflow - How to setup price profile


link

ID: 360006525598

Created at: 2020-03-04T13:15:57Z

Set up price profiles for the reports

Instructions

  1. Select Base Data → Price Profiles

     13369444.png

  2. Select price profile (ex. cennik), go to Prices tab

  3. Update prices as needed

Print & Scan - Warsaw - Scanning - Fund Printers and scanners


link

ID: 360006481757

Created at: 2020-03-04T13:14:52Z

Print server is under localization \\wawsrvinf001

 

 

All printers do not demand a password on the web page

User that has to be added to scan folders: BIUROOFIZ1\skaner

password available in network password manager

Print & Scan - Luxembourg - Printers


link

ID: 360006525298

Created at: 2020-03-04T13:03:56Z

Print & Scan - Uniflow - How to fix user card assignment


link

ID: 360006525278

Created at: 2020-03-04T13:02:12Z

Instructions

  1. Find user in Base Data

    mceclip0.png
  2. Enter user’s profile and delete card number

    26148910.png
  3. Check if user has blocked AD account. If yes unlock it.

  4. Ask user to register again on the printer

 

If user card is registered for an other user you can copy and delete that number and assign it to other user.

  1. Enter user profile, and Add identity, and select card number

    25395260.png
  2. Click Add identity and then Save

Print & Scan - Warsaw - Scanning - Warsaw - scan not delivered to the e-mail


link

ID: 360006481557

Created at: 2020-03-04T12:57:26Z

Instructions

  1. Ask the user which printer he use to scan the documents, login to this printer and check the configuration.

  2. If the printer is configured properly, check the messages from the e-mail skaner@pl.trinitycs.com in Mimecast, whether they are have status “Bounced”.

  3. Login to your Mimecast Admin Panel, from the Administration menu select Message Center and then Message Tracking:

mceclip0.png

Print & Scan - Warsaw - Scanning


link

ID: 360006481517

Created at: 2020-03-04T12:54:49Z

setup of printers scanning and information regarding them

Print & Scan - Uniflow


link

ID: 360006525158

Created at: 2020-03-04T12:51:35Z

  1. Print & Scan - Uniflow - basic operation and vendor contact
  2. Print & Scan - Uniflow - Printer configuration
  3. Print & Scan - Uniflow - Card Readers / microMIND
  4. Print & Scan - Uniflow - User database
  5. Print & Scan - Uniflow - How to add and modify LDAP connectors
  6. Print & Scan - Uniflow - How to export Uniflow database
  7. Print & Scan - Uniflow - How to setup price profile
  8. Print & Scan - Uniflow - How to fix user card assignment

Print & Scan - Uniflow - Card Readers / microMIND - How to fix Card Readers


link

ID: 360006481397

Created at: 2020-03-04T12:48:13Z

Instructions

To connect to MicroMind device you have to know the ip address of the device.

  1. Connect power source to micromind device and ethernet cable to it

  2. Connect the ethernet cable to the laptop/desktop.

  3. Change the ethernet options (gateway, dns, similar ip address) on the machine that you connected the micromind device to. They have to be similar. In our case Micromind devices had the same ip’s as the printer iwas connected to - 10.10.2.X and the Subnet mask was 255.255.0.0. Gateway and DNS are not required in this case.

    1. If ip is unknown and device is not set to dhcp (to check go to dhcp server and use “arp -a” command in cmd), then you have to scan the network using 3rd party programs for scanning to find the ip address.

  4. Go to control pannel > change View by: to category > Programs > Programs and Features > from the left pane choose Turn Windows features on or off > find Telnet client (or server - I turned both of them on).

  5. Type the micromind ip address in the browser. The following address should appear with the device information. http://<micromind.ip.address>/mind.shtml

    50495541.png
  6. If DHCP is set to no go to cmd and type “telnet <IP-address of the microMIND V2> 53215”

    51445763.png
  7. Type username and password from password manager

  8. WARNING! Anything we are writing now will not be visible. Type RESETFACTORY and press enter. WAIT till you see “Done!”. Now restart the micromind. It will be now configured to get an address from dhcp.

  9. Go to DHCP server (for warsaw actuall is WAWSRVDC004) and then make an reservation for the MicroMind Device. MAC address is build from 2 things - vendor id for the micromind device which is always the same 743256 and the serial number. Examble below:

    51576833.png

    In this example MAC address will be 743256104921. Now make an reservation on dhcp server and reset the micromind

    51085347.png51380241.png
  10. Revert the ip from static back to dhcp on the workstation and connect it to the internet.

  11. Conect Micromind to the network and wait till the second diode will be in constant red color. That means that micromind catched the ip address.

  12. Type new ip address in the search button or by using link http://<device.ip.address>/mind.shtml51511301.png


    In the field connect to Server IP only type the uniflow server address (in our case 10.10.10.120)

  13. Go to print server (WAWSRVPRN001) and to the uniflow configuration. Proceed to Connections > Agents / Terminals

    51249198.png

    Then expand the MIND & microMIND list > Network Configuration. Now type the ip address of the micromind > click add > Update > save

    51576849.png
  14. Now micromind is ready and can be connected back to the printer. His right diod should now be Green and ready to work if it’s associeated with the printer in uniflow.

Print & Scan - Uniflow - Card Readers / microMIND - How to check assigned printer


link

ID: 360006524858

Created at: 2020-03-04T12:39:55Z

Card readers have to be assigned to a printer in order to make them work.

Instructions

  1. go to uniflow Server Configuration

  2. Go to Printer / Scanner then choose Printer / Scannermceclip0.png

  3. On the screen you will see printer assigned to a micromind card reader.mceclip1.png

  4. Check if printer is still added on print server under the same namemceclip2.png

  5. If printer has been deleted it has to be assigned to micromind card reader again. This process has to be done by Canon

Print & Scan - Standalone printers - Printer list


link

ID: 360006524478

Created at: 2020-03-04T12:29:16Z

Name

IpAddress PortName ShareName PrinterState PrintProcessor DriverName ComputerName Location Comment
POZPRN003 10.12.30.3 10.12.30.3_1 POZPRN003   winprint RICOH PCL6 UniversalDriver V4.17 10.12.10.100    
POZPRN002 10.12.30.2 10.12.30.2 POZPRN002   winprint RICOH PCL6 UniversalDriver V4.17 10.12.10.100 Poznan office (Marta's room) Vistra CEE
POZPRN001 10.12.30.1 10.12.30.1 POZPRN001   winprint RICOH PCL6 V4 UniversalDriver V2.6 10.12.10.100 Poznan office (Main area) Vistra CEE
SOFPRN005 10.31.30.5 10.31.30.5_1 SOFPRN005   CnXP0PP Canon Generic Plus PCL6 10.31.10.100    
SOFPRN004 10.31.30.4 WSD-cd8dc210-171b-4a59-b76d-078df7779f09.0031 SOFPRN004   hpcpp215 HP Universal Printing PCL 6 10.31.10.100 Vistra Sofia (Accounting area) Vistra Sofia (Accounting area)
SOFPRN003 10.31.30.3 10.31.30.3 SOFPRN003   hpcpp215 HP Universal Printing PCL 6 10.31.10.100 Vistra Sofia (Accounting area) Vistra Sofia (Accounting area)
SOFPRN002 10.31.30.2 WSD-2ccb660a-5a80-47c7-91b9-18055826c27d.0033 SOFPRN002   hpcpp215 HP Universal Printing PCL 6 10.31.10.100 Vistra Sofia (Payroll area) Vistra Sofia (Payroll area)
SOFPRN001 10.31.30.1 10.31.30.1 SOFPRN001   hpcpp215 HP Universal Printing PCL 6 10.31.10.100 Vistra Sofia (MCS area) Vistra Sofia (MCS area)
LUBPRN006 10.35.30.6 10.35.30.6 LUBPRN006   XeroxV5Print Xerox Global Print Driver PCL6 10.35.10.100    
LUBPRN005 10.35.30.5 10.35.30.5 LUBPRN005   winprint Canon LBP211/212 UFR II V4 10.35.10.100    
LUBPRN004 10.35.30.4 10.35.30.4 LUBPRN004   winprint Canon Office XPS Class Driver 10.35.10.100 Payroll  
LUBPRN001 10.35.30.1 10.35.30.1 LUBPRN001   XeroxV5Print Xerox Global Print Driver PCL6 10.35.10.100 Lublin office (Main area) Vistra CEE
SOFPRN005 10.31.30.5 10.31.30.5_1 SOFPRN005   CnXP0PP Canon Generic Plus PCL6 10.10.10.47    
SOFPRN004 10.31.30.4 WSD-68ac8496-0655-4161-a386-c292a93ae1bc.003f SOFPRN004   winprint HP LaserJet P3011/P3015 PCL6 Class Driver 10.10.10.47 Vistra Sofia (Accounting area) Vistra Sofia (Accounting area)
SOFPRN003 10.31.30.3 10.31.30.3 SOFPRN003   winprint HP LJ300-400 color MFP M375-M475 PCL6 Class Driver 10.10.10.47 Vistra Sofia (Accounting area) Vistra Sofia (Accounting area)
SOFPRN002 10.31.30.2 WSD-5b99fb43-5d72-4ba3-93ab-41a570f9d56c.006d SOFPRN002   winprint HP LaserJet M604 PCL-6 10.10.10.47 Vistra Sofia (Payroll area) Vistra Sofia (Payroll area)
KRAPRN006 10.34.30.6 10.34.30.6 KRAPRN006   winprint PCL6 Driver for Universal Print 10.10.10.42 Vistra Krakow Vistra Krakow (MKT room)
KRAPRN004 10.34.30.4 10.34.30.4 KRAPRN004   hpcpp215 HP Universal Printing PCL 6 10.10.10.42 Vistra Krakow Vistra Krakow (Accounting 2 area)
BUDPRN002 10.32.30.2 10.32.30.2 BUDPRN002   winprint RICOH PCL6 UniversalDriver V4.18 10.10.10.48 Budapest office (Matty's room) Vistra CEE
BUDPRN001 10.32.30.1 10.32.30.1 BUDPRN001   winprint Xerox WorkCentre 7225 V4 10.10.10.48 Budapest office (Server room) Vistra CEE
KRAPRN003 10.34.30.3 10.34.30.3 KRAPRN003   winprint RICOH PCL6 UniversalDriver V4.18 10.34.10.100 Vistra Krakow Vistra Krakow (Reception area)
KRAPRN002 10.34.30.2 10.34.30.2 KRAPRN002   winprint RICOH PCL6 UniversalDriver V4.18 10.34.10.100 Vistra Krakow Vistra Krakow (Payroll area)
KRAPRN001 10.34.30.1 10.34.30.1 KRAPRN001   winprint Gestetner MP 2553 PCL 6 10.34.10.100    
BUDPRN002 10.32.30.2 10.32.30.2 BUDPRN002   winprint RICOH PCL6 UniversalDriver V4.18 10.32.10.100 Budapest office (Matty's room) Vistra CEE
BUDPRN001 10.32.30.1 10.32.30.1 BUDPRN001   XeroxV5Print Xerox Global Print Driver PCL6 10.32.10.100 Budapest office (Server room) Vistra CEE
BUCPRN004 10.20.30.4 10.20.30.4 BUCPRN004   winprint Canon Office XPS Class Driver 10.20.10.100 Vistra Bucharest Vistra Bucharest (Canon MF732C/734C/735C)
BUCPRN003 10.20.30.3 WSD-ebafcefe-e1ac-43d5-8fa5-99d278ce50a4.006d BUCPRN003   winprint Canon Generic PCL6 Driver 10.20.10.100 Vistra Bucharest Vistra Bucharest (Canon iR-ADV 525)
BUCPRN002 10.20.30.2 10.20.30.2 BUCPRN002   XeroxV5Print Xerox Global Print Driver PCL6 10.20.10.100 Vistra Bucharest Vistra Bucharest (Xerox WorkCenter 3325)
BUCPRN001 10.20.30.1 10.20.30.1 BUCPRN001   winprint Canon Generic PCL6 Driver 10.20.10.100 Vistra Bucharest Vistra Bucharest (Canon iR-ADV 525)
ZEBRA02 10.33.2.22 10.33.2.22 ZEBRA02   winprint ZDesigner GT800 (EPL) 10.10.10.120    
Zebra01 10.33.2.21 10.33.2.21 ZEBRA01   winprint ZDesigner GT800 (EPL) 10.10.10.120    
WAWPRN030 10.33.2.30 10.33.2.30 WAWPRN030   winprint RICOH Aficio SP 3510SF PCL 6 10.10.10.120 Reception Reception
WAWPRN013 10.33.2.13 10.33.2.13 WAWPRN013   winprint CDC 1725_DCC 2725 XPS 10.10.10.120    
WAWPRN009 10.33.2.9 10.33.2.9 WAWPRN009   hpcpp230 HP Universal Printing PCL 6 10.10.10.120    
WAWPRN008 10.33.30.8 10.33.30.8 WAWPRN008   winprint HP Color LaserJet A4/Letter Hardware-Copy PCL6 Class Driver 10.10.10.120 Vistra Warsaw Warsaw IT Department
wawprn001$ 10.33.30.1 10.33.30.1 wawprn001$   winprint PCL6 Driver for Universal Print 10.10.10.120    
SecurePrint   NUL: SecurePrint   ApjPrint uniFLOW Universal PclXL Driver 10.10.10.120 Warsaw  
Ricoh MPC3004_Print_Point_19_104919 10.33.2.19 10.33.2.19 Print_Point_19   ApjPrint uniFLOW Universal PclXL Driver 10.10.10.120    
Marketing 10.33.2.17 10.33.2.17 Marketing$   hpcpp180 HP Universal Printing PCL 5 (v6.1.0) 10.10.10.120 Marketing  
iR-ADV 6555 10.33.2.24 10.33.2.24 iR-ADV6555$   ApjPrint uniFLOW Universal PclXL Driver 10.10.10.120    
WROPRN004 10.13.30.4 10.13.30.4 WROPRN004   winprint RICOH PCL6 UniversalDriver V4.18 10.13.10.100 Wroclaw office (Main area) Vistra CEE
WROPRN003 10.13.30.3 10.13.30.3 WROPRN003   winprint RICOH PCL6 UniversalDriver V4.18 10.13.10.100 Wroclaw office (Server room area) Vistra CEE
WROPRN002 10.13.30.2 10.13.30.2 WROPRN002   winprint RICOH PCL6 UniversalDriver V4.18 10.13.10.100 Wroclaw office (Reception area) Vistra CEE
WROPRN001 10.13.30.1 10.13.30.1 WROPRN001   hpcpp215 HP Universal Printing PCL 6 10.13.10.100 Wroclaw office (Server room area) Vistra CEE
PRGPRN002 10.36.30.2 10.36.30.2 PRGPRN002   winprint Brother MFC-L8650CDW Printer 10.36.10.100 Vistra Prague Vistra Prague (Reception area)
PRGPRN001 10.36.30.1 10.36.30.1 PRGPRN001   winprint Canon Generic PCL6 Driver 10.36.10.100 Vistra Prague Vistra Prague (Main area)
DRUKARKA_Emili 10.33.31.170 10.33.31.170_1 DRUKARKA_Emili   hpcpp210 HP Universal Printing PCL 6 192.168.0.82 Warsaw (Poland) Bukowinska  
za_recepcja 192.168.0.34 192.168.0.34 za_recepcja   hpcpp117 HP LaserJet 400 MFP M425 PCL 6 192.168.0.82    
pok5 192.168.0.51 192.168.0.51 pok5   winprint Canon MF410 Series UFR II 192.168.0.82    
Pok3 10.33.31.55 10.33.31.55 Pok3   winprint Canon MF410 Series UFR II 192.168.0.82    
pok13 10.33.31.42 10.33.31.42 pok13   winprint Canon MF410 Series UFR II 192.168.0.82    
Pok12 10.33.31.39 10.33.31.39_1 Pok12   winprint Canon MF410 Series UFR II 192.168.0.82    
kadry 10.33.31.56 10.33.31.56 kadry   hpcpp140 HP LaserJet Pro MFP M521 PCL 6 192.168.0.82    
DR_Z_01 10.33.31.40 10.33.31.40 DR_Z_01   hpcpp210 HP Universal Printing PCL 6 192.168.0.82    
DR_ZRS_01 10.33.31.51 10.33.31.51 DR_ZRS_01   winprint Canon MF410 Series UFR II 192.168.0.82    
DR_PUB_05 10.33.31.36 10.33.31.36 DR_PUB_05   winprint Gestetner MP C3004 PCL 6 192.168.0.82 IIp - korytarz Ricoh MP C3004 - kolorowa
DR_PUB_04 10.33.31.32 10.33.31.32 DR_PUB_04   winprint RICOH Aficio MP 201 PCL 6 192.168.0.82    
DR_PUB_03 192.168.0.31 192.168.0.31 DR_PUB_03   winprint RICOH Aficio 1515 PCL 6 192.168.0.82    
DR_PUB_02 10.33.31.35 10.33.31.35 DR_PUB_02   winprint RICOH Aficio MP 201 PCL 6 192.168.0.82    
DR_PUB_01 10.33.31.44 10.33.31.44 DR_PUB_01   winprint RICOH Aficio MP C2500 PCL 6 192.168.0.82    
DR_MOS_01 10.33.31.41 10.33.31.41 DR_MOS_01   hpcpp140 HP LaserJet Pro MFP M521 PCL 6 192.168.0.82    
DR_KO_07 10.33.31.49 10.33.31.49 DR_KO_07   hpcpp210 HP Universal Printing PCL 6 192.168.0.82    
DR_KO_06 10.33.31.46 10.33.31.46 DR_KO_06   hpcpp210 HP Universal Printing PCL 6 192.168.0.82    
DR_KO_05 10.33.31.48 10.33.31.48 DR_KO_05   hpcpp210 HP Universal Printing PCL 6 192.168.0.82    
DR_KO_04 10.33.31.45 10.33.31.45 DR_KO_04   hpcpp210 HP Universal Printing PCL 6 192.168.0.82    
DR_KO_03 10.33.31.30 10.33.31.30 DR_KO_03   hpcpp210 HP Universal Printing PCL 6 192.168.0.82    
DR_KO_01 10.33.31.30 10.33.31.30 DR_KO_01   winprint RICOH Aficio MP 301 PCL 6 192.168.0.82    
DR_KF_09 10.33.31.54 10.33.31.54 DR_KF_09   hpcpp210 HP Universal Printing PCL 6 192.168.0.82    
DR_KF_08 10.33.31.53 10.33.31.53 DR_KF_08   hpcpp140 HP LaserJet Pro MFP M521 PCL 6 192.168.0.82    
DR_KF_07 10.33.31.52 10.33.31.52 DR_KF_07   hpcpp140 HP LaserJet Pro MFP M521 PCL 6 192.168.0.82    
DR_KF_06 10.33.31.47 10.33.31.47 DR_KF_06   hpcpp140 HP LaserJet Pro MFP M521 PCL 6 192.168.0.82    
DR_KF_05 10.33.31.43 10.33.31.43 DR_KF_05   hpcpp140 HP LaserJet Pro MFP M521 PCL 6 192.168.0.82    
DR_KF_03 10.33.31.39 10.33.31.39 DR_KF_03   winprint Canon MF410 Series UFR II 192.168.0.82    
DR_KF_02 10.33.31.38 10.33.31.38 DR_KF_02   hpcpp210 HP Universal Printing PCL 6 192.168.0.82    
DR_KF_01 10.33.31.37 10.33.31.37 DR_KF_01   hpcpp210 HP Universal Printing PCL 6 192.168.0.82    
                   

Print & Scan - Standalone printers - How to change Canon main menu on the printer


link

ID: 360006480217

Created at: 2020-03-04T12:16:23Z

Instructions

 

  1. Go to Uniflow admin page

  2. Go to base data > users

  3. Find the user that you will use to log onto the printer with card and change Login Manager User Type to System Manager.

    mceclip0.png
  4. Next go to the printer and log in using your card. Then press Settings/Registration button on the panel.

    mceclip2.png
  5. Navigate to the Manage personal settings and then turn off use personal settings

    mceclip3.png

    That way all users that will log onto printer using card will see the same main menu with 3 blocks including main 2 needed: Scan and Print.

 

Print & Scan - Uniflow - basic operation and vendor contact

Print & Scan


link

ID: 360006524098

Created at: 2020-03-04T12:10:27Z

All the information gathered about printers by CEE engineers

Print & Scan

Adjust Cyprus Exclaimer(Outlook and OWA)


link

ID: 360006217937

Created at: 2020-02-27T07:52:56Z

  1. Connect to HKGSRVADMIN01
  2. Remote to HKGSRVEXCL001 Note that this server is in the DMZ, meaning your domain account(s) will not work. A local account would need to be created.
  3. Open the “Signature Manager Office O365 Edition console”
  4. Lookup the specific exclaimer configured for the relevant office, for this example we will take Cyprus("Vistra CYP OWA Signature Policy" and "Vistra CYP Outlook Signature Policy").
  5. Edit both OWA and Outlook accordingly to the request. Click on Edit, make your adjustments and save it.
  6. Click on “Yes” so it to be applied to all relevant users.
  7. Close the application to avoid sync conflicts when someone else makes an adjustment to another template.

Mimecast - Searching within a specific folder


link

ID: 360006008637

Created at: 2020-02-19T15:23:20Z

In order to search in Mimecast within specified folders, follow the instructions below:

 

- Select the Mimecast tab in Outlook and click on Online Inbox

- Click on Archive Folders and select the folder you want to search in.

- The search-bar visible will only search in the folder you selected.

 

Mimecast_search_in_folder.jpg

Creating a SD Support person (IT/BSS)


link

ID: 360005889397

Created at: 2020-02-18T10:04:58Z

  1. Right Click to add New user
  2. Logon ID as per User ID when logging into their PC
  3. Type - always Worker
  4. Enabled to make account Active
  5. Is a member of always Compliance Junior unless BSS team is in the list of Members
  6. Add ‘All Phases
  7. Selected Roles, must only be the ‘Admin’ roles (support must not have access to non ‘Admin’ roles)
  8. When a user leaves, just remove the tick 'Enabled' DO NOT DELETE
  9. mceclip0.png

Jersey Inftastructure


link

ID: 360005065398

Created at: 2020-01-22T10:04:37Z

Storage

HP/Nimble SAN: JERNIMBLE01

Volumes: 4x CSV (Mixed), 3x Live Dedicated volumes

Serial Number: 3.9.0.0-537270-opt

Version: AF-162128

Interface: https://10.4.10.105/

Backups

Arcserve UDP

Arcserve Backup (Tape Backups)

Backup Server: JERSRVSTORE01

Datastore name: JERDATASTORE_01

https://jersrvstore01:8015

Plan Groups

Jersey DC Citrix Servers - (15 Daily @ 23:30AM)

JERSRVCTX003

Jersey DC Document Management Servers - (15 Daily @ 23:00)

JERSRVDM01

JERSRVDM02

Jersey DC Exchange Servers - (31 Daily @ 00:30)

JERSRVEXC001

JERSRVEXC002

Jersey DC SQL Server - (31 Daily @ 02:00)

· JERSRVSQL01

Jersey DC Store Easy - (31 Daily @ 7:00AM)

· JERSRVSTORE01

Jersey Hyper-V Servers - (15 Daily @ 06:00)

· JERSRVOVH001

· JERSRVVH001

· JERSRVVH002

Jersey Office Domain Controller - (31 Daily @ 01:00)

· JERSRVDC001

Jersey DC VHD Admin Servers - (4 Daily @ 22:00PM)

· JERSRVBSSADM001

· JERSRVBSSADMIN

· JERSRVADMIN001

Jersey DC VHD Citrix Servers - (15 Daily @ 23:30)

· JERSRVCTX001

· JERSRVCTX002

· JERSRVCTX004

Jersey DC VHD Document Management Servers - (15 Daily @ 23:00)

· JERSRVDM001

· JERSRVDM002

· JERSRVDMAPP001

· JERSRVDMBOS001

· JERSRVDMPS001

· JERSRVIDOL001

· JERSRVWCS002

· JERSRVWCS003

Jersey DC VHD Exchange Servers - (31 Daily @ 2:00)

· JERSRVEXC003

Jersey DC VHD File Servers - (31 Daily @ 1:00)

· JERSRVDMFS001

· JERSRVFS001

Jersey DC VHD Opsview Slaves - (15 Daily @ 23:30)

· JERSRVOVS01

· JERSRVOVS02

Jersey DC VHD Screening Deployed Servers - (31 Daily @ 01:30)

· JERSRVSD01

· JERSRVSD02

· JERSRVSD03

· JERSRVSDUAT01

Jersey DC VHD SQL Servers - (31 Daily @ 00:30)

· JERSRVBC001

· JERSRVDEV001

· JERSRVSQL001

· JERSRVVP01

Guernsey DC VHD Servers - (31 Daily @ 03:00)

· GSYSRVSQL001

· GSYSRVFS002

Jersey DC VHD Standard Servers - (10 Daily @ 22:30)

· JERSRVARC001

· JERSRVBGJP001

· JERSRVGLG001

· JERSRVPE001

· JERSRVPRN01

· JERSRVSDL01

· JERSRVSFTP001

· JERSRVSPC002

· JERSRVTFS01

· JERSRVWDS01

Jersey VHD Domain Controllers - (15 Daily @ 23:30)

· JERSRVDC002

· JERSRVDC003

Server & Workstation Patching

Patching Server: JERSRVGLG001

GFI LanGuard Version: 12.3 Build: 20171219

\\work.local\itsupport\IT Support - Europe\Offices\Jersey\Patch Management\Sever & Workstation Patching.xlsx

File Server

File Server: JERSRVFS001

Home Folder (J:)

\\JERSRVFS001\jerusers$

\\JERSRVFS001\vgmlusers$

 

Drive mappings documented under:

\\work.local\itsupport\IT Support - Europe\Offices\Jersey\Mapped Drives\Jersey Mapped Drives.xlsx

Print Server

Print Server: JERSRVPRN01

Uniflow Server 2018 v6

4x Multi-function devices (Physical Printers)

3x Virtual print queues mapped via group policy to all users

Domain Controllers

Data Centre: JERSRVDC002

Roles: DHCP

IP: 10.4.10.210

Subnet: 255.255.0.0

Default Gateway:

Preferred DNS: 10.4.10.210

Alternative DNS: 10.30.10.210

 

Office: JERSRVDC001

Roles: DHCP, DNS

IP: 10.4.10.110

Subnet: 255.255.255.0

Preferred DNS: 10.4.10.110

Alternative DNS: 10.30.10.210

User Roaming Profile on JERSRVDC001: \\JERSRVDC001\jerprofiles$\ (Due to be moved to JERSRVDC003)

 

Office: JERSRVDC003

Roles:

IP: 10.4.10.213

Subnet: 255.255.255.0

Preferred DNS: 10.4.10.110

Alternative DNS: 10.4.10.210

McAfee EPO

Hosted in Amsterdam: AMSSRVEPO001

https://amssrvepo001:8443/core/orionNavigationLogin.do

Mimecast

Polices:

1) Mailbox Folder Replication Syncing & Email Stubbing task:

2) Exchange NAT Routing Policy (exchange 2016):

 

ref 2.1

3) Jersey Worksite O365 Comms Server routing policy:

Phone System

Cisco Unified CM (Cisco Unified Communications Solutions)

https://jersrvcucm001.work.local:8443/ccmadmin/

Cisco Unity Connection (Voicemail system)

https://jersrvcucn001.work.local/cuadmin/home.do

 

Expressways:

\\work.local\itsupport\IT Support - Europe\Offices\Jersey\Telephony

Networking

https://itsupport.vistra.com/hc/en-gb/articles/115005832925-Jersey-Switch-Configuration

https://itsupport.vistra.com/hc/en-gb/articles/360001499705-Jersey-Switch-DR-Plan

 

Wifi (Meraki)

Name & Location

MAC

Model

Local IP

Jersey - 4th Floor - VGML

00:18:0a:7f:f1:79

MR18

192.168.0.8

Jersey - 3rd Floor (IT Rack)

00:18:0a:d8:27:d0

MR18

192.168.0.7

Jersey - 4th Floor (IT Rack)

00:18:0a:d8:29:d0

MR18

192.168.0.6

Jersey - 3rd Floor (Outside Directors Office)

0c:8d:db:c4:45:c3

MR33

192.168.0.5

Exchange

Jersey Exchange on prem server

Server: JERSRVEXC003

Version: Microsoft Exchange Server 2016 (ECP)

Version: 15.1.1531

Roles: Mailbox,

Mailbox Databases:

Guernsey Infrastructure


link

ID: 360005060917

Created at: 2020-01-22T09:44:46Z

 

 

Systems Diagram


 

 

Storage   (Due to be replaced with OVH Server)

HPE iSCSI SAN:  Active/Active Dual SAN P4500G2

HPE SAN StoreVirtual Centralized Management Console (Installed on GSYSRVBKP001)

Vmware Virtual Servers (Due to be replaced with OVH Server)

vSphere Host01 172.18.10.91

vSphere Host02 172.18.10.92

 

vCenter GSYSRVVC001   https://172.18.10.60/vsphere-client

Datacenter name: GUERNSEY


 

 

Networks:
vSphere Host1 172.18.10.91


 

 

Networks:

vSphere Host2 172.18.10.92

 

 

 

 

 

Backups

Guernsey File Server

GSYSRVFS001 located and managed by Jersey backups

Guernsey SQL Server

GSYSRVSQL001 located and managed by Jersey backups

Guernsey File Server 2 (G Drive Mapping)

Folder Share on AMSSRVFS001 located and managed by Amsterdam Backups

 

Guernsey located Backup Server

Management - Veeam Backup and Replication Console installed on GSYSRVBKP001

Disk to Disk Backup Jobs

Guernsey Active Directory Domain Controller - (Daily @ 17:15)
GSYSRVDC001

Guernsey Application Server - (Daily @ 17:30)
GSYSRVAPPS001

Guernsey HPE SAN Failover Manager Server - (Daily @ 17:45)
GSYSRVFOM001

Guernsey Cisco Firepower Server - (Daily @ 18:00)
GSYSRVFMC001

Guernsey Vmware vCenter Server - (Daily @ 18:15)
GSYSRVFS001

Mitel Application Suite (Voice Mail) Server - (Daily @ 18:30 )
GSYSRVMAS001

Disk to Tape Backup Job

Tape Backup Servers Folder PURPLE LTO6 Fri – (Every Fri 23:59)

GYSSRVBKP001


 

 



Server Patching

Patched/Managed locally by Windows Update Services on the relevant server.

 

Workstation Patching

Patching Server: GSYSRVAPPS001
Microsoft Windows Update Services (WSUS)

Server detail

File Servers

 

GSYSRVFS002 (Located in Jersey)
IP: 172.18.10.40

Subnet: 255.255.0.0

Default Gateway: 172.18.5.1

Preferred DNS: 127.0.0.1

 

GSYSRVAPPS001 (Located in Guernsey)

IP: 172.18.10.56
Subnet: 255.255.0.0
Default Gateway: 172.18.5.1
Preferred DNS: 172.18.10.40

 

AMSSRVFS001 (Located in Amsterdam)

IP: 10.30.10.55
Subnet:
Default Gateway:
Preferred DNS:


 

 

Shared Folders

 

Home Folder (F:)

\\GSYSRVFS002\HOMEFOLDERS$

SSC (G:)

\\AMSSRVFS001\GSYDATA$

DATA (H:)

\\GSYSRVFS002\DATA

IT (I:) IT Only

\\GSYSRVFS002\IT

My Funds (M:)

\\GSYSRVFS002\MYFUNDS

PSG (P:)

\\GSYSRVFS002\PSG

Software Library (S:) IT only

\\GSYSRVAPPS001\SOFTWARE$

EZE (V:)

\\GSYSRVFS002\EZE

Worksite (W:)

\\GSYSRVFS002\WORKSITE

Desktop redirections (no drive mapping)

\\GSYSRVFS002\DESKTOP$

Application Workstation deployment

\\GSYSRVAPPS001\SOURCES$

Domain Controller

GSYSRVDC001
IP
: 172.18.10.40
Subnet: 255.255.0.0
Default Gateway: 172.18.5.1
Preferred DNS: 127.0.0.1

Phone System

(to be replaced with Cisco solution)



 

 

Guernsey Network Overview

(to be replaced and simplified)

 

 



CR + FCM Support


link

ID: 360005030057

Created at: 2020-01-21T14:30:53Z

FCM Administrators

FAQ + Guide

Shannon - How to Factory Reset a Cisco Webex Phone


link

ID: 360004863737

Created at: 2020-01-16T12:04:31Z



How to perform a factory reset:

  1. Remove power to the phone.
  2. Press and hold the # key.
  3. Reconnect power to the phone while still holding the # key.
  4. Release the # key when the light on Mute goes off.
  5. Press 123456789*0#
  6. Wait for phone to reset and come back up.

Video (@2:25): https://www.youtube.com/watch?v=auce4I4Lpao

Vos, Boudewijn de <b.devos@foxnet.nl>
Foxnet Support <support@foxnet.nl>

Foxnet BV
Heicopperweg 38
4128 LP Lexmond
t: 088 83 69 600
f: 088 83 69 639
http://www.foxnet.nl

Arcserve - How to Reclaim space


link

ID: 360004223518

Created at: 2019-12-10T13:31:26Z

Link to Arcserve basic info: here

  1. Login to Arcserve UDP Console
  2. In the UDP console of arcserve you browse to: Resources > Recovery Point Servers:
    mceclip2.png
  3. Select the datastore on which you need to reclaim spacemceclip3.png
  4. Select the VM which needs to be cleaned up and right-click to delete
    mceclip1.png
  5. The progress can be verified by login in to the AMSSRVSTORE001 and run the following commands:
    C:\Program Files\Arcserve\Unified Data Protection\Engine\BIN
    as_gddmgr.exe -Purge StartToReclaim NAMEDATASTORE
    as_gddmgr.exe -Purge Start NAMEDATASTORE
    as_gddmgr.exe -Purge Status NAMEDATASTORE

How to Create a New User Mailbox on O365


link

ID: 360004011717

Created at: 2019-11-28T17:48:06Z

See attached document

Jersey Absence Intranet Not Accessible


link

ID: 360003961078

Created at: 2019-11-27T11:49:35Z

If users cant access: http://jersrvpe001/absence/default.asp

mceclip0.png

Then RDP to JERSRVPE001 and run an issreset via command prompt:
mceclip1.png

This will restart the internet web services on the server that hosts the absence intranet / holiday booking system:

mceclip2.png

Exclaimer O365 - Password Lockout


link

ID: 360003754017

Created at: 2019-11-18T13:52:50Z

Steps to take whenever a user has a constant lockout when having their password renewed.

When users change their password, their account keeps getting locked. We found out that these users also require to update their Exclaimer tool credentials.

In the System tray the Exclaimer tool will have an error icon, when the user updates the password, the user will no longer get locked.

 mceclip0.png

 If you do see the icon, it means that the synchronization has not yet finished. To avoid being locked out you would need to enter your password manually.

 mceclip1.png

Proceed to click on the icon, this will open a credential request box where you would need to fill in your new password:

 

 

How to Create an O365 Hybrid AD Linked Resource


link

ID: 360003516098

Created at: 2019-11-13T09:15:13Z

- Open an On-Prem 2016 ECP console and login
- Click on Recipients / Mailboxes from the Menu
- Click the + button and select 'Office 365 Mailbox'

blobid1.png


- Fill out the relevant name you want to give the Resource on O365
- Select an OU which synchronises to O365
- Enter a UPN and select @vistra.com in the drop down
- Select the Mailbox Type of 'Room Mailbox'
- Click Save
- This will sync to O365 on the next sync cycle (Every 30 minutes)

blobid0.png

Jersey HP Storeeasy Server & Arcserve Backup - 2019 Changes


link

ID: 360003548137

Created at: 2019-11-13T08:51:52Z

I have been working with Softcat on installing new disks into our expansion shelf that connects to our backup server, configuring a new RAID set, configuring and creating a new datastore store.

This is all due to us not having the Hash on a SSD drive causing server memory issues along with standard growth causing disk space on the main datastore (D:)

New setup:arc.jpg

Actions completed:

UPS High Pitch Sound - Lost Connectivity


link

ID: 360003017737

Created at: 2019-10-24T08:28:57Z

Today I have discovered that when JERSRVOVH001 gets restarted the main 3rd floor UPS loses connectivity with its host (the OVH). Which then triggers a load high pitch sound.

 

To fix this if I am not here please follow the below:

1. RDP onto JERSRVOVH001

2. Go to Services

3. Restart the below “APC PBE Agent

 abc.jpg

4. Go downstairs and unplug the USB from the USB port for 20 seconds then plug it back in:
def.jpg

5. Look on the screen at the front and instead of it showing all in red it will look something like the below:
 kg.jpg

You can also directly to the UPS via the web interface to check the status if you wanted to:

https://127.0.0.1:6547/status

Username: Europe-IT

Password: IN THE PASSWORD DB

Article on this:

https://www.apc.com/us/en/faqs/FA174936/

MobileIron for O365 with MFA Enrollement Instructions


link

ID: 360002915018

Created at: 2019-10-21T16:20:50Z

See Attached

How to Renew an SSL with Globalsign


link

ID: 360002687817

Created at: 2019-10-04T15:35:23Z

See attached document.


Account Manager:

Steve Bolton
Strategic Account Manager

GlobalSign
+44 1622 766771 - Direct
+44 7971 908833 - Mobile
steve.bolton@globalsign.com
www.globalsign.com | www.globalsign.eu 

Jersey Door Access System Guide (SPC)


link

ID: 360002667157

Created at: 2019-10-02T15:38:29Z

Author: Ross Pringle
Date: 02/10/2019
Finalization of Door System Upgrade to SPC6300 on 03/10/2019.


Useful Link to check alerts on the door system at an engineer level:

Panel IP: https://10.4.10.200/
Username: IT
Password: (in password database)

 

How to access the door system and add a user

1) RDP to JERSRVSPC002

2) Under C:\Support you will see the 3 application shortcuts that you will need primarily "SPC Manager"
mceclip0.png

3) SPC Manager is the console installed on the server that links to the SQL Database holding all of the door access user data (SQL Express installed on server - DB name: SPC)

4) Launch SPC Manager

5) Login with:
Username: ITAdmin
Password: (in password database)
mceclip2.png

6) You are now connected to the door system as an Admin
mceclip3.png

7) Click "System" then in the drop down select "Global Users":
mceclip4.png

8) This will bring you to all the users within the system, click "Add Global User"
mceclip5.png

9)
Enter the users Username in the Username field
Enter the users Full Name in the Full Name Field
Enable the type of Access the user requires (Default access is "General Staff" which is Monday to Friday 7am till 7pm)
mceclip8.png

Now you need to attach the door card that will be given to the user to there user profile, Click "Add Card" if its a new card thats not on the system:mceclip9.png

Vistra Site Code is "18"
Enter the Card Number in the card number field
Click "Ok" once the 2 fields are populated
mceclip11.png

If your re using a card that has been previously been input into the system Click "Select Card"
mceclip0.png

Select the card you are wanting to assign to the user and Click "Set"
mceclip1.png

You can now apply this user to the door system by clicking:

mceclip12.png

NEW USER SETUP COMPLETE


How to remove a user from the system

1) Click "System" then in the drop down select "Global Users":
mceclip4.png

2) This will bring you to all the users within the system, find the user you which to remove, click on the user and select "Delete selected User":
mceclip13.png

Click "Yes":
mceclip14.png

VERY IMPORTANT STEP
Leave the default option of "Was a temporary card" selected and Click "Ok"

If you change this to anything different in the list it will clear the card entry and block it from being used again for another user.. i.e the card will be unusable from that point onwards.
mceclip15.png

REMOVING A USER AND CARD SETUP COMPLETE




















Replacing Apple MDM Certificate in Mobile Iron


link

ID: 360002601677

Created at: 2019-09-25T07:09:31Z

Here is manual for replacing the Apple MDM certificate in Mobile Iron 

Millogic - Retrieving Archived Folders


link

ID: 360002581058

Created at: 2019-09-22T16:13:37Z

Millogic - Quick Guide Archived Bookkeepings 

Q: Why are bookkeepings archived in the first place? 

A: Bookkeepings are archived due to the fact the data is not being used any longer, without archiving the data would only grow causing issues when updating the software. With archiving we are able to diminish the time it requires for updating.  

Q: Why is it requested to move back archived bookkeepings? 

A: This can be because of multiple reasons, but most likely that someone requires older data. 

 

To move back an archived bookkeeping is not that difficult, but, does require a few steps. First, we need to understand what needs to be moved back. So, within the request we expect 2 things: 

1. Bookkeeping/Entity Number

2. Year(s)   

If one of the above is missing, we will not be able to process the request. 

Each entity or client has its own unique number, it will consist out of 5 digits. Example 19156. 

Each entity or client can have multiple years, it will consist out of 2 digits. Example 10 which represents 2010.  

For each year a separate folder is created. We call these B folders, simply because they all start with a B. (B would stand for bookkeeping if you were wondering. 😊) Example: 

 mceclip0.png

Taking entity 19156, you can see from the above that this entity has 6 folders, from 2010 to 2015.  

 mceclip1.png

B = default leading letter for all folders 

19156 = entity number (5 digits) 

10 = year (2 digits) 

 

Let’s say it is requested to move back years 2015 + 2014 for entity 19156. See below steps to process it accordingly: 

1. Login to AMSSRVMILL001 

2. Go to N:\Mill7\Comp_Arch and search for the specific folders required 

3. Cut them with X and place them within N:\Mill7\Comp 

4. Open up Millogic from your own desktop (never from the server!)

5. Click on F4 when seeing the following window: 

mceclip2.png

Which would give you the following window: 

mceclip3.png

6. Click on “Refresh”, this will check the root folder for any changes, basically updating the B folders list. (This can take a few minutes) 

 mceclip4.png

 7. Cick on “Yes” when receiving the following popup (This can take a few minutes) 

 mceclip5.png

8. Due to archiving, the specific years placed back will lose its editing rights. We will need to know to which access group the user is assigned to. Let’s take Krishan Saharan in this case 😊 

9. Go to Supervisor > Users > Maintenance 

mceclip6.png

10. Proceed with Ctrl+F and search the name of the requester. 

mceclip7.png

11. We only care about the access rights as marked below, he is in group 200: 

mceclip8.png

12. Go to Supervisor > Users > Rights 

mceclip9.png

13. Change the “Group” to in this case 200 and select the “Client bookkeepings” tab: 

mceclip10.png

14. Fill in the relevant entity number: 

mceclip11.png

From the above you can now see that 2015 and 2014 are included but there are no rights assigned.  Whatever you do, do not click on “Open All – On" or “Change All – On", this will give rights to ALL entities which should not be the case. 

15. Simply tick both “Open” and “Change” for both years: 

mceclip12.png

16. You are good to go! Inform the requester by ticket, include also Robert Tagg, Iyad Tabashi and Jonathan de Vries within the communication. 

 

License issue with Drivve Image(FRASRVPRN001)


link

ID: 360002323937

Created at: 2019-08-23T14:32:40Z

In case the MAC-address of the FRASRVPRN001 was changed, please follow the below steps to resolve this:

- Log onto the FRASRVPRN001 server with Admin access

- Close Drivve Image software(if applicable)

- Open Regedit under Admin credentials

 - If you are using a 32 bit system, you can find the entries here:
HKEY_LOCAL_MACHINE > SOFTWARE > Drivve LLC > Drivve Image

- If you are using a 64 bit system, you can find the entries here:
HKEY_LOCAL_MACHINE > WOW6432Node > SOFTWARE > Drivve LLC > Drivve Image

- Go to the entries LastLanAdapter and LastLanAdapterDescription, double-click these entries and delete the values of both entries.

- Start the Drivve Image software. It should update the MAC-adddress and resolve this issue.

Jersey - Nimble Documentation


link

ID: 360002243417

Created at: 2019-08-14T08:47:48Z

See attached documentation.

Ex-Optegra Mimecast Email Routing / Forward


link

ID: 360002161858

Created at: 2019-08-02T10:20:06Z

See attached procedure on how to setup the email routing for an ex-Optegra staff member on Mimecast.

Cologne / Munich / Hamburg / Leipzig

Cisco Unified Attendant Console - Jersey Reception / SSO Authentication Issue


link

ID: 360001842537

Created at: 2019-06-20T10:38:23Z

Jersey Reception use a different piece of software (Cisco Unified Attendant Console) to all the other staff (Cisco Jabber).

IMG_0983.jpg

They launch the software from a shortcut in there start menu and it should auto log them in using Single Sign On Authentication.. if this fails and you see the below error response message this means that the Cisco Jersey UC (phone system) has lost its connection to the Amsterdam ADFS server (AMSSRVADFS001) so authentication fails and refers to IDP.

IMG_0984.jpg

IMG_0982.jpg

FIX: Ask someone with access to reboot (AMSSRVADFS001) - This is fine to do in the day
       Ask reception to log off and log back in to then re test authentication


Note: If reception are not logged into the Cisco Unified Attendant Console no calls will come through to the main reception (01534 504700).

Cisco Unified Communications Administration Guide - New Starters


link

ID: 360001709677

Created at: 2019-05-31T16:19:57Z

Cisco Unified Communications Administration Guide
New Starters (Vistra Jersey)


New Starter Procedure

For the self-provisioning procedure to work, there are a number of template setup in Unified Call Manager (UCM) that get applied to the user when imported from LDAP. To make the user available for import to UCM and UCX the following procedure needs to be followed:

Syncing them into the phone system will allow the self-provisioning process to work. Once a desk phone is plugged in to the network, it will auto register to the system and if available a speed dial will be available to dial the self-provisioning IVR. If no button is available, 2000100 can be dialed to reach the IVR.

 

The same import process happens for Unity Connection Voicemail (UCX). Once the LDAP is synchronized the user will be available for import as described below.

 

Import user to Unity Connection.

Browse to the UCX server on: https://jersrvcucn001.work.local

Single Sign on is enabled so you should be brought directly to the home page. One the left menu chose “Import Users”:mceclip7.png

Import Users show the users imported from LDAP but not yet activated in Unity Connection

Rebooting Worksite IDOL Servers Guide


link

ID: 360001641118

Created at: 2019-05-22T15:13:14Z

Please note we have been advised by Phoenix that the IDOL services listed below need to be stopped manually prior to the server been rebooted.. this will commonly be when your applying windows updates to the server, meaning windows updates will need to be applied to these servers differently to others.

****************************************

1.Worksite Content Engine (All)

2.Worksite Active Content Engine

3.Worksite IDOL

4.Worksite Active DIH

5.Worksite Ingestion

6.Worksite Connector

7.Worksite SyncTool

*****************************************

If services are not manually stopped prior to reboot and started post reboot:
This will possibly cause corrupt content engines and cause searching issues in most cases for workspace searching and document searching post reboot.

Quick and easy way to do this:

1) Run the stop services batch file which can be located under \\SERVERNAME\d\iManage\_stop_services.bat

2) Check that all of the services listed above are stopped in services.msc

3) Run Windows updates and allow GFI to reboot server upon completion of updates

4) Re connect to server post updates installation and reboot

5) Run the start services batch file which can be located under \\SERVERNAME\d\iManage\_start_services.bat

mceclip0.png

 

See attached phoenix's document on other iManage servers which they recommend a manual stop and start of services prior to reboot.

Concerns
If you have concerns over this Bwalya from phoenix has offered her assistance on checking iManage/Worksite servers post reboot, she can be contacted via the below (preferably prior to the updates being installed so she can put some time aside):

bwalya.penza@phoenixbs.com

End of article.

Enable a Group to sync to Bluecoat


link

ID: 360001494497

Created at: 2019-04-30T10:54:49Z

The Bluecoat connector does not automatically synchronise all user groups from AD to the cloud for use with the policy rules.

 

To use a group for a policy rule you need to make changes to the LDAP connector configuration.

 

Connect to AMSSRVDC004 and browse to C:\Program Files (x86)\Blue Coat Systems\BCCA and open bcaa.ini

Enter the Group name under [Groups]

 

The Web Security Service automatically performs an AD refresh once a week; however, you can manually initiate a sync operation. In Service mode, select Authentication > Users and Groups > Active Directory. Be advised that it might take up to 24 hours for you see the information in your portal. Avoid re-clicking the button more than once in a 24-hour period; doing so might overly clog the sync queue, causing slower results.

 

 

 

Vistra Cisco Voice Service Support - JT


link

ID: 360001455137

Created at: 2019-04-24T11:00:00Z

For any support related matters you can contact SMC via email smc@jtglobal.com or telephone 882345 (option 1 for support). 

Support is covered with JT Ultimate Care SLA Monday to Friday 8AM to 6PM.  The hardware and software is backed off with Cisco Smart Cover 24x7x4.

 

Installing Premier Payroll


link

ID: 360001454277

Created at: 2019-04-24T09:25:54Z

  1. Open Explorer
  2. Go to the following folder:
    \\fc-tserver\PremierSoft\Payroll2019
  3. Run Premier Payroll System.msi
  4. Follow the wizard.

How to Migrate a Mailbox from Exchange Online (O365) to On-Prem Exchange


link

ID: 360001400877

Created at: 2019-04-12T12:18:24Z




If the Exchange Online Mailbox has a linked Mail User Object, this will need to be converted to a Remote Mailbox Object to be able to migrate the mailbox to On-Premise Exchange. If you do not complete this you will receive a message to say:

Cannot find a recipient that has mailbox GUID '2154d73f-e468-4070-be7f-da072811d308'. --> Cannot find a recipient that has mailbox GUID '2154d73f-e468-4070-be7f-da072811d308'.

To convert the Mail User to a Remote Mailbox you will need to complete the following:

******************************************************************

Use Exchange Online Powershell and Connect:

Connect-EXOPSSession -UserPrincipalName jonathon.admin@vistra.com

 

Run the following command and copy the Exchange GUID of the mailbox you want to move:

Get-Mailbox -identity "jonathon.o365@vistra.com" | ft Name,ExchangeGuid

Use Exchange On-Prem Powershell to convert the Mail User to Remote Mailbox:

Enable-RemoteMailbox "jonathon.o365@vistra.com" -RemoteRoutingAddress "jonathon.o365@ofiz.mail.onmicrosoft.com"

Check that mailbox doesnt currently have a GUID (Should appear as 00000000-0000-0000-0000-000000000000)

Get-RemoteMailbox jonathon.o365@vistra.com | Format-List ExchangeGUID

Run the following to set the Exchange GUID on the Remote Mailbox object On-Prem (Replace the GUID with the one that you retrieved from Exchange Online):

Set-RemoteMailbox jonathon.o365@vistra.com -ExchangeGUID 162382ed-26ad-4b55-8493-133292fcccbf

Run an O365 Directory Sync and allow Exchange Online to sync these changes and you should then be able to migrate a mailbox back from Exchange Online to Exchange On-Prem.

******************************************************************

To setup the Migration log, login to Exchange Online, Click on Recipients / Click on the Migration Tab and click Add:




Click Migrate from Exchange Online:


Add the relevant Mailbox(es) that you want to migrate back to Exchange On-Premise and click Next:



Select the environment that you want to migrate the mailbox back to and click Next:


Click Next:

Enter a name for the Migration Batch / Target Domain / Target Database Name / Bad & Large Item Limits and click Next:


Select the desired scheduling options and then click New to start the Job:


Dependant on the option selected in the scheduling you may need to select to complete the migration batch after is has synced.

You will then need to amend the Mimecast Routing group for the mailbox so that it delivers to the relevant on-premise email server rather than Exchange Online.




Deploying Cisco Jabber to iPhone or Android Mobile Device - Jersey Cisco UC Phone System


link

ID: 360001380777

Created at: 2019-04-10T09:20:35Z

Step 1:

Browse to the UCM server on:

https://jersrvcucm001.work.local

Single Sign on is enabled so you should be brought directly to the home page.

To get started, hover over 'user management' then 'User/Phone Add' and then click 'Quick User/Phone Add':

 

Step 2:

Search for the user using the filters at the top of the page. First name, Last name etc

1. Chose best fit, i.e First Name;
2. Type in some or all of the name;
3. Press “find” to search;
4. Click on the user you want to add the device to.
5. If need you can add new users here. Local user may be needed for Conference Rooms etc.


Step 3:

Press “Manage Devices”

Step 4:

1. Click “Add New Phone”
2. Chose the correct product type depending on if the user has an iPhone or an Android
3. The Device Protocol should be auto populated but will always be SIP
4. Use the correct naming convention as explained above. The example shows BOT for Android and then the user’s username. (Max of 12 characters), iPhone is TCT then the user's username.
5. N.B. Use the “Jersey-Mobile-Device_UDT” template for iPhone, iPad and Android devices.
6. Add the device.

The device will then show in the list of devices owned by the user. Now the device has been added on the call manager follow the below steps to get the phone enrolled with Cisco Jabber:

Provide full access to another mailbox


link

ID: 360001374077

Created at: 2019-04-09T10:31:59Z

Export mailbox through management shell


link

ID: 360001374017

Created at: 2019-04-09T10:29:20Z

Upgrade new McAfee Agent install


link

ID: 360001373977

Created at: 2019-04-09T10:28:19Z

How to Run an O365 Forwarding / Redirect Report


link

ID: 360001056098

Created at: 2019-02-26T15:56:27Z

Please see attached document

Granting Staff Access to additional Worksite Databases - Jersey


link

ID: 360001043717

Created at: 2019-02-26T11:00:07Z

1) RPP to JERSRVDM001

2) Open "iManage Datababase Administration":


3) Ensure you have access to all 3x Databases but clicking "Database" then "Register/Unregister":

4) Expand the Database that the user needs access to and click "User":

5) Right click on an empty space and click "Add":

6) Click "LDAP Directory Users":

7) Click "Login to LDAP":

8) Enter all of the below details if you dont already have this saved (svcjerwsadmin password in the password DB), once done click "Ok":

9) Click "Update":

10) Use the container on the left to navigate to where the user is situated in AD:

11) Click on the user
Set a standard "Password" (never required),
Enable "Password never expires"
click "Add"

12) User is now added to the database:

13) Wait 10 minutes, ask the user to close and reopen outlook, they should then be able to see the 2nd or 3rd database in there outlook:

Vistra Jersey Cisco UC Admin Guide


link

ID: 360001038738

Created at: 2019-02-22T11:43:04Z

See attached.

Qlik sense SSL Certificate Installation


link

ID: 360000985417

Created at: 2019-02-19T02:54:07Z

Qlik sense SSL Certificate Installation

Arcsreve - Europe offices


link

ID: 360000941358

Created at: 2019-02-12T10:17:48Z

This guide is created to explain Arcserve for all of the Europe sites that AMS team is managing.

At this moment the AMS team take care off the following sites:

-Amsterdam (https://amssrvstore001:8015)

-BVI (https://bvisrvstore01:8015)

-Curacao (https://cursrvstore001:8015)

-Cyprus (https://cypsrvstore001:8015)

-Zurich (https://zrhsrvstore001:8015)

 

All the sites using UDP Arcserve + Arcserve backup (tape)

 

 

 

 

Zurich - Abacus software


link

ID: 360000930697

Created at: 2019-02-12T08:31:37Z

This KB is to explain some more information about the Abacus application that is used in Zurich office.

 

The software is running on ZRHSRVAPP01

-The D:\ drive is used for installation of Abacus

-Services can be checked via D:\Abacus\abac\df_win64\servicemanager.exe

-Both the server and workstation needs to have Java installed (version to be confirmed by Abacus supplier)

-Updates will be done by Stefan Schwizer from Abacus support, he only needs access to above server

-Attached document shows the minimal resources that are needed to run this appliaction

 

Contact details

Name: Stefan Schwizer

Email: info@schwizer.ch

Tel: 071 388 87 86

 

 

How to Create EPE Database


link

ID: 360000919657

Created at: 2019-02-11T03:31:53Z

Restore a user mailbox on o365


link

ID: 360000892457

Created at: 2019-02-06T09:53:32Z

 

When you delete a mailbox, Exchange Online retains the mailbox and all its contents until the deleted mailbox retention period expires, which is 30 days. After 30 days, the mailbox is permanently deleted and can't be recovered. The method for restoring a mailbox depends on whether the mailbox was deleted by deleting the Office 365 user account or removing the Exchange Online license.

Requirements

 

PowerShell

PS C:\> Set-ExecutionPolicy -ExecutionPolicy RemoteSigned

Restoring a user in a hybrid scenario

For user mailboxes in a hybrid scenario, if the mailbox has been soft-deleted and the Azure active directory user that was associated with the mailbox has been hard-deleted from Azure Active Directory, you can use New-MailboxRestoreRequest to recover the mailbox. 

 

Install module

  1. Check if module is installed

PowerShell

PS C:\> Get-Module -ListAvailable -Name ExchangeOnlineShell

 

 

 

  1. If not, then run and accept it

PowerShell

PS C:\> Install-Module -Name ExchangeOnlineShell

 

 

  1. Close PowerShell, open again and run

PowerShell

PS C:\> Get-Module -ListAvailable -Name ExchangeOnlineShell

 

  1. You should get the following output
  2. Import the module

PowerShell

PS C:\> Import-module ExchangeOnlineShell

 


 

Connect to o365 Shell

 

PowerShell

PS C:\> Connect-ExchangeOnlineShell

 

  1. Login

 

 

Get disconnected mailbox GUID

 

For the soft-deleted mailbox that you want to restore, note its GUID value. Run

PowerShell

PS C:\> Get-Mailbox -SoftDeletedMailbox | Select-Object Name,ExchangeGuid

 

            This value will be knows as <SoftDeletedMailboxGUID>

 

After creating a new on-prem user, note its Username or Alias, wait for sync then run

PowerShell

PS C:\> Get-Mailbox -Identity <NameOrAliasOfNewTargetMailbox> | Format-List ExchangeGuid

           

This value will be known as <NewTargetMailboxGUID>

 

Next, you will use both <SoftDeletedMailboxGUID> and <NewTargetMailboxGUID> and sync the old mailbox with the new.

PowerShell

PS C:\> New-MailboxRestoreRequest -SourceMailbox <SoftDeletedMailboxGUID> -TargetMailbox <NewTargetMailboxGUID>

 

Progress

 

The job is now running. To check overall status:

PowerShell

PS C:\> Get-MailboxRestoreRequest | where {$_.Status -eq "InProgress"}

 

To check progress:

PowerShell

PS C:\> Get-MailboxRestoreRequest | where {$_.Status -eq "InProgress"} |  foreach { GetMailboxRestoreRequestStatistics -id $_.RequestGuid }

 

If status is failed

 

If a job fails please run again the New-MailboxRestoreRequest as stated before.

 

VPM 18 User Guides


link

ID: 360000855218

Created at: 2019-01-30T14:58:07Z

Please see attached user guides for guidance on installing VPM18 on a Citrix Server, VPM certificate issue resolution, VPM 18 Certificate requirements and Adding/Removing Users to VPM 18

Office365 Auto-discover


link

ID: 360000853518

Created at: 2019-01-30T13:13:31Z

In order to enable Autodiscover so you can set up Office365 for external accounts, start Powershell as admin(important: perform this under the user's account!)

run the following line:

$version = "16.0"

 

then, run the following lines at once:

REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v vistra.com /t REG_SZ /D "C:\autodiscover\autodiscover.xml" /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v ExcludeHttpRedirect /t REG_DWORD /D 00000000 /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v ExcludeHttpsAutodiscoverDomain /t REG_DWORD /D 00000001 /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v ExcludeHttpsRootDomain /t REG_DWORD /D 00000001 /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v ExcludeScpLookup /t REG_DWORD /D 00000001 /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v ExcludeSrvRecord /t REG_DWORD /D 00000001 /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v PreferLocalXML /t REG_DWORD /D 00000001 /F

 

Now, you should be able to connect to external O365 accounts(for example: any address of a client that needs to be accessed by a Vistra Employee).

Install Windows 10 Pro


link

ID: 360000851738

Created at: 2019-01-30T11:02:12Z

Configure Mitel Console


link

ID: 360000851678

Created at: 2019-01-30T10:59:28Z

Mitel forwarding to IT Helpdesk


link

ID: 360000851658

Created at: 2019-01-30T10:59:01Z

Deutsche bank fix to allow access


link

ID: 360000850277

Created at: 2019-01-30T10:55:08Z

Barclays online banking fix


link

ID: 360000851518

Created at: 2019-01-30T10:54:15Z

Upgrade Office 2010 to 2016


link

ID: 360000850197

Created at: 2019-01-30T10:53:17Z

R&C PDFDocs settings


link

ID: 360000851458

Created at: 2019-01-30T10:52:41Z

Advanced Outlook Search


link

ID: 360000851438

Created at: 2019-01-30T10:51:26Z

Data Request - Authorisation Form


link

ID: 360000850017

Created at: 2019-01-30T10:48:58Z

This is used for when a user in GSY needs access to additional data (eg. shared mailboxes, access to client folders).

How to recover a file in Vistra Sharefile


link

ID: 360000834197

Created at: 2019-01-28T11:13:41Z

1) Log into Vistra Sharefile: https://chevault.sharefile.com

2) Click to expand "Settings" then Click "Admin Settings":

3) Click "StorageZones"

4) Click the internal Vistra storage zone "CHEVAULT01":

5) Click "Recover Files":


6) Specify the date you would like to go back to:

7) Tick the box on the whole folder if you want to recover the full folder and Click "Recover":


8) If its just a single file you want to recover then browse into the folder and tick the box next to the file you want to recover and Click "Recover":








Vistra Sharefile - Importing New Users & Granting Folder Access (GKAM)


link

ID: 360000826437

Created at: 2019-01-25T12:35:00Z

Process Detail:

There is an initiative being streamlined for the process of on boarding a global client from a compliance perspective. It is an initiative lead by Global Key Account Management, a way that Vistra services a ring-fenced group of priority global clients - ensuring they are supported by the highest level of service through all aspects of their relationship with Vistra. As part of the Global Key Account Management Program, we’ve developed a “Vistra Passport” – a one-time on boarding process for all our Global Key Accounts. With the Vistra Passport, our Global Key Account clients can do business with Vistra anywhere in the world without necessarily have to repeat the same document collection process each time they enter a new jurisdiction.

This initiative is intended to improve the client experience for major clients that are serviced by multiple offices across the Group.  IT Support has a key part to play in this and we want to ensure that everyone is fully engaged with the initiative and know what to expect.

To support this initiative, all KYC information will be stored in one central place (Sharefile) with an official due diligence memo on the client on the level of due diligence already completed. The client folders will be shared with compliance team members from different department/division on an as-needed basis. The sharing access will be controlled by Group Compliance (Isabella McLoughlin) but IT Support will provide the access to the specific folder in the first instance.

  1. Global Key Account Manager (GKAM) will raise a case with itsupport@vistra.com like shown below, but going forward they will attach to the ticket a completed  "Vistra Sharefile New User Form" if they require a new user to be setup otherwise just a "GKAM Sharefile Approval Form" to state which folder access is required to be granted.

2a) Skip to step 24 if user already exists in Sharefile and just folder permissions access is required.
2b) Download the spreadsheet Vistra Sharefile New User Form attached on the ticket.

3) Browse to: https://chevault.sharefile.com

4) Login to Vistra Sharefile:

5) Click on "People":

6) Click on "Browse Employees":

7) Click on "Create Employee":

8) Click on "Need to import multiple users with Excel?":

9) Click on "Choose File":

10) Browse to the Vistra Sharefile New User Form in your downloads that you downloaded from the ticket, Double click on the file: 

11)  You will see the file has been uploaded, Click on "Import Users":

12) The User information will then auto insert in the mandatory fields:

13) Scroll down to Step 2 and Click on "Expand All":

**IMPORTANT STEP**

14) You are now adjusting the users general access, ensure that you amend the user access (as shown below) so they only have the below 2 options enabled:

15) Change the Storage Zone from "Public Cloud" to "Private Cloud" (as shown below):

**Folder Permissions**
16) Download the "GKAM Sharefile Approval Form" attached on the service request ticket to find out which folder they would like the user to have access to within the "Global Key Account Management - Vistra Passport" folder. For example: 

 17) Click "Assign Folders":

18) Expand "Shared Folders":

19) Locate the folder stated within the Access Form, tick the folder and Click "Next: Set Permissions":

20) Click "Create & Continue":

21) Click on "Continue Anyway":

22) Copy the below Notify message into the message box and Click on "Notify":

Dear User,

You have now been setup in Vistra Sharefile.

Please activate your account by clicking the below.

Password: IF YOU SPECIFY A PASSWORD IN STEP 12

Kind Regards,
IT Support

23) The user will then receive the below email asking them to activate their account:

24) Browse to the folder upon logging in via "Shared Folders":

 25) Once your on the folder tick the folder you want to adjust the permissions on, Click "More" then Click "Add People to Folder":

26) Search for the users name in the address book and Click "Add":

27) The user will then receive an email similar to the below example:

28) Reply back on the service request informing the user that all has been done:

 

 

**EXTRA**

If Group Compliance or whoever that submits the service request wants to know if the user has activated there account yet simply browse to the below area and you will see from there if the user has logged in yet:

 

 

 

 

 

Client Folder Creation


link

ID: 360000803018

Created at: 2019-01-23T10:14:54Z

This procedure is to add a client folder to \\gsysrvfs001\data\clients

Vistra Email Flow Diagram


link

ID: 360000792317

Created at: 2019-01-21T13:27:32Z


See below diagram for the current email routing for Vistra. Please find attached a PDF version and the Visio diagram that can be updated when required.


Create on-Prem account for O365 Shared Mailbox


link

ID: 360000772818

Created at: 2019-01-16T15:11:05Z

 

This document will assist you in the event that a Shared Mailbox is created in cloud (Office365) and needs an on-prem presence to perform tasks such as adding to an AD distribution Group

 

The process for resolving this is as follows:

 

·         On Exchange 2016 (cumulative update 10 or later versions) run the following command in Powershell:

o   New-Remotemailbox “MailboxName” -Remoteroutingaddress “Mailbox@vistra.com” -Shared

 

·         Ensure that the name, alias and UPN is the same as the cloud mailbox

·         Sync account to O365

 

 

Example:

 

Below is the process with examples, for this the mailbox in the cloud is called “Test Documentation”

 

To get the information of the Shared Account the following command can be run from O365 Exchange Powershell:

 

Get-Mailbox -identity "Test-Documentation" | select -property displayName, Alias, UserPrincipalName | fl

 

This will give an output as below:

 

 

 

Alternatively it can be seen from the O365 Exchange GUI:

 

 

On the Exchange Server open Powershell and run:

 

New-Remotemailbox "test-documentation" -Userprincipalname "test-documentation@vistra.com" -PrimarySMTP "test-documentation@vistra.com" -alias "Test-documentation" -Shared

 

Substitute the values for the ones you got from the shared mailbox.

 

To confirm the details run the following command on Exchange:

 

Get-RemoteMailbox -identity "Test-Documentation" | select -property displayName, Alias, UserPrincipalName | fl

 

Synchronise the Account with O365 – This may involve moving the account to an OU that syncs and then waiting for it to happen

 

If you then add this to Distribution Groups it can take up to an hour from it synchronising to O365 to it appearing in the Distribution Group

 

Powershell Script to Automate process

 

Attached is a powershell script and a csv to use if you wish to perform this for multiple mailboxes.  For this to run the CSV must be saved in "C:\Powershell\"

 

The column names are as follows:

name: Display Name

upn: User Principal Name

email: The email address

alias: Mail Alias

 

 

 

O365 / Azure Guest User Invite Fails at Verification


link

ID: 360000772797

Created at: 2019-01-16T09:17:03Z

If when you have setup an external person as a Guest User on our O365 / Azure so that they can collaborate with staff in apps such as MS Teams and they are getting the following error when they try to verify their invite, see the below information from Microsoft (From MS Support ticket 119010324000672 regarding the radiusww.com domain)



Hello Jon,

Thank you so much for confirming with Joe. I am happy to hear that the affected users now have their needed access. 

Regarding the radiusww.com tenant question - There are a few different things that could have caused this issue and I would have tried a few troubleshooting steps with the admin in order to determine what it could have been. Since then, someone with the needed access to the tenant has made some changes which has rectified the issue, but because this was done without any involvement on our side, I can't definitively determine what the fix was. What I can tell you is one of the more common reasons I have seen, which causes the exact issue the users experienced, has to do with the partner authentication piece. 

I am referring to the following support document and specifically to the section below. https://docs.microsoft.com/en-us/azure/active-directory/b2b/what-is-b2b#collaborate-with-any-partner-using-their-identities

Collaborate with any partner using their identities

With Azure AD B2B, the partner uses their own identity management solution, so there is no external administrative overhead for your organization.

Eric Larson
Support Engineer                                           v-erlars@microsoft.com
Cloud Identity POD Support
Customer Services and Support





O365 - Hybrid Free / Busy Information Troubleshooting


link

ID: 360000767838

Created at: 2019-01-15T15:01:21Z


As part of the O365 Hybrid setup, on-premise mailboxes are now able to see online mailboxes Free / Busy calendar information and vice-versa.

If this is not working then please check the following (When testing it is best to use Webmail as that will take the changes immediately. The Outlook client can wait for the OAB to update which occurs once a day):

On-Premise Mailbox User cant see Free Busy Information for O365 Mailbox
- Open the Mail User object in on-premise exchange for the O365 Mailbox
- Confirm that the External Email Address isn't currently set to x.x@ofiz.mail.onmicrosoft.com
- Add x.x@ofiz.mail.onmicrosoft.com as an additional Secondary SMTP address on the Mail User (If this isn't there already)
- Perform an O365 AD Sync
- Check that the Online Mailbox has picked up the x.x@ofiz.mail.onmicrosoft.com address as a secondary SMTP
- On the on-premise exchange Mail User object for the Online Mailbox click on the x.x@ofiz.mail.onmicrosoft.com address and click 'Set as External' as below (The Reply address should remain as x.x@vistra.com:

- Perform an O365 AD Sync
- Free / Busy Calendar information should now be visible for On-Premise Mailbox users to see
- When this change is made to change the 'External Email Address', please note that email from on-premise exchange will now use the Hybrid Send Connector which sends to O365 via Hong Kong Exchange:



Online Mailbox (O365) User cant see Free Busy Information for On-Premise Mailbox
- Check that the on-premise email server has been rebooted since 24/11/18 (Hybrid Configuration Date), if not run an IISReset on the server (Out of Hours).
- Open the Mailbox object in on-premise exchange
- Add x.x@ofiz.mail.onmicrosoft.com as an additional Secondary SMTP address on the mailbox (If this isn't there already)
- Perform an O365 AD Sync
- Free / Busy Calendar information should now be visible for Online Mailbox (O365) users to see






How to Run an O365 MFA Enrolment Report


link

ID: 360000761897

Created at: 2019-01-11T14:57:30Z

See attached document

BVI - HP Cluster


link

ID: 360000748377

Created at: 2019-01-08T14:53:27Z

 

How to add a cluster volume

  1. Connect to BVISRVOVH001 or BVISRVOVH002 and browse to
    ControllerA: 10.23.1.10 (user/pw in pw manager)
    ControllerB: 10.23.1.20 (user/pw in pw manager)

  2. Go to volumes -> action -> create virtual volumes

 

3. Specify volume name and set the sizes, click ok



4. Go to mapping -> action -> map

5. Select All Initiators and mark the volume you created and click map. Make sure you select all ports and click OK.



6. Go back to the OVH and open MPIO -> Discover Multi-paths -> and click add

7. A reboot is required, there is no need to reboot, click no.

8. The disk is now added in disk management

9. Configure the disk as cluster shared volume. Right click on the volume -> online -> initialize disk -> click OK -> New simple volume -> Next -> Next  -> Do not assign a drive letter or drive path -> Give the preferred name

10. Add disk as cluster shared volume. Open Failover cluster manager -> Add disk -> (You will see the disk) -> Ok -> Rename the disk -> Right click - add to cluster shared volume -> Rename the volume on C:\ClusterStorage.

 

How to Update a Username in Worksite


link

ID: 360000748257

Created at: 2019-01-08T14:46:42Z

Please see attached document

Non-integrated office - create new user


link

ID: 360000699198

Created at: 2018-12-18T14:29:03Z

Please use this guide for new starters that will join a non-integrated office.

For example they have their own IT dep to provide windows account on their local hardware.
In this case they will only need an O365 account to be able to email as Vistra.

 

1. Arrange the appropriate starter forms and put it to a shared location (from example on the ITsupport share, starters/leavers)

 

2. Create user in AD (make sure you use the correct naming conversion)

3. Fill in all user details (compare with other similar users and functions) + add email address etc

4. Add the security groups needed, for example:

Email - All Staff Vistra DXB MGW - O365

5. Wait for O365 to synchronize the account 

6. Create mail user in Exchange 2010 (select existing user)

7. Create the mailbox on O365 portal for this new starter + assign licenses

8. Setup Outlook etc on the users PC

9. Reset password and provide to HR person that requested the new starter

10. Refer to attached (ChangePassword - O365.pdf) document and sent to HR person, so they can reset their Vistra password

 

O365 - How to create Distribution Groups


link

ID: 360000704057

Created at: 2018-12-18T09:17:17Z

  1. Create a distribution group in AD (use a logical OU, eg OU Dubai -> OU Distribution Groups)

    Use logical naming convention (check other groups)

  2. After creation fill in all details. Add members etc. Click Apply
  3. Wait for the sync with AD and O365, the group will be auto created in there

O365 How to Enroll an MFA Method


link

ID: 360000675717

Created at: 2018-12-12T12:20:20Z

Launch URL https://aka.ms/MFASetup

Login using your work email:

Enter your Work Password:



Click on Next:



Choose an Primary Authentication Method (Authentication Phone / Office Phone / Mobile App) fill out the relevant information and Click Next:

Verify your Primary MFA Method (Screen will vary dependant on which option chosen):



You will then be notified that Verification has been successful (Screen will vary dependant on which option chosen), click 'Finished':



You will be taken to a page where you can add additional MFA methods if desired:




O365 Windows 10 Password Reset from Login Screen


link

ID: 360000666958

Created at: 2018-12-12T11:45:30Z

To Enable the O365 Windows 10 Password Reset from Login screen the following Pre-requisites need to be met:

- The Users PC needs to be Windows 10 version 1803 or higher
- The User needs to have an Azure Active Directory Premium P1 license assigned (Automatic if they have an O365 Exchange Online Mailbox via dynamic license group)
- The User needs to have enrolled an MFA method (https://aka.ms/MFASetup)
- The User needs to be added to the following Azure AD group: Security – AD Azure - Global - Self Service Password Reset - In Cloud - Members
- The PC needs to have the following Group Policy Applied to it:

When the above conditions are met, the staff member will then get the option to 'Reset Password' from the login screen:

Select the Reset password link to open up the Self Service Password Reset experience at the sign-in screen

Confirm your email address and select Next.
Select and confirm a contact method for verification



On the Create a new password page, enter a new password, confirm your password, and then select Next.



When you see the message Your password has been reset, select Finish.







O365 - How to Migrate a Mailbox from On-Premise to Exchange Online


link

ID: 360000646477

Created at: 2018-12-05T16:18:49Z

See attached document

Nimble - remove alerts


link

ID: 360000645517

Created at: 2018-12-05T13:08:30Z

Sometimes the Nimble array can gives errors even if they were acknowledged. 

To clean up, please perform below steps:

1. Open Putty, connect via SSH to the Nimble

2. Login with your (admin) username / PW

3. Retrieve the alarm ID by running the following command:
# alarm --list

4. Delete the alarm:
# alarm --delete <alarm_id>

 

5. To double check, you can run again # alarm --list command to see if the alarm is still shown

Access rights for Malta Shared Calendars


link

ID: 360000628297

Created at: 2018-11-30T08:20:25Z

Follow this procedure to check the access to the Malta SharedCalendar.

 

- Open the Exchange Management Console. Unfold On-Premise and select Toolbox.

- Double-click Public Folder Management Console.

- Unfold Default Public Folders and select Vistra Malta. Then double-click Shared Calendar.

- Go to the Permissions Tab. Here you see the list of groups that are needed in order to gain access to the calendar.

- After this, contact the user and assist in adding the SharedCalendar to their Outlook manually.

 

Microsoft Office 365 Activation Issues


link

ID: 360000580398

Created at: 2018-11-14T19:09:41Z

See below issue found and fixed where the password prompt box launches but doesn't appear.

Article:

https://answers.microsoft.com/en-us/msoffice/forum/msoffice_install-mso_win10-mso_o365b/office-365-desktop-password-window-is-not/200156d0-f854-4cf2-a875-d1e768ae7e2d

- Download the below regkey
- Close all office programs
- Double click on the reg key so it inserts on the users profile
- Re launch Office and you will no longer get the above hung password prompt box

Reg Key Download:

https://chevault.sharefile.com/d-s8ff57a105dc4915a

 

Reg key details if you want to manually add the key to the registry:

[HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity]
"DisableADALatopWAMOverride"=dword:00000001

Deploying Microsoft Office 365 Guide


link

ID: 360000546317

Created at: 2018-10-31T14:27:00Z

Summary

This guide provides information on the Standard Vistra O365 deployment.  

This comprises of three key areas:

  1. Installation Package
  2. Configuration.xml
  3. Deployment Script

This guide does not include information of third party apps such as worksite deployment and Outlook add-ins which you may need to build in to your deployments.

Installation Package

Note: Please refer to the READ ME file for the current build and version info

Overview of Configuration.xml

The below xml specifies the source location of the installation files, this UNC path needs to be updated per site\region.  It also dictates which applications are installed as part of the installation.

Note: The below Vistra standard XML file includes Visio & MS Project

<Configuration>
<Add OfficeClientEdition="64" Channel="Monthly" SourcePath="\\EnterServerName\EnterShareName$\O365ProPlus">
<Product ID="O365ProPlusRetail">
<Language ID="en-us"/>
<ExcludeApp ID="Access" />
</Product>
<Product ID="VisioProRetail">
<Language ID="en-us"/>
</Product>
<Product ID="ProjectProRetail">
<Language ID="en-us"/>
</Product>
</Add>
<Display Level="Full" AcceptEULA="TRUE"/>
<Property Name="PinIconsToTaskbar" Value="TRUE" />
<Property Name="AUTOACTIVATE" Value="1" />
<Property Name="FORCEAPPSHUTDOWN" Value="FALSE" />
<Property Name="SharedComputerLicensing" Value="1" />
<Logging Level="Off" />
</Configuration>

This package installs the below applications:

Deployment Script

Use the below to deploy via a script  (note: text in bold needs to be updated according to your site):

******************************

:Install Office 2016******

If exist "C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE" GOTO ENDOFFICE2016
"\\EnterServerName\EnterShareName$\O365ProPlus\setup.exe" /configure "\\EnterServerName\EnterShareName$\O365ProPlus\Configuration.xml"

PING 10.4.10.110 -n 500

ECHO Installed>"\\EnterServerName\EnterShareName$\O365ProPlus\InstallLogs\%COMPUTERNAME%.log"

ENDOFFICE2016

******************************

Useful References:

 

Items to Consider for a Rebrand to @vistra.com for a Acquisition


link

ID: 360000524058

Created at: 2018-10-25T15:59:04Z

Please see below items that should be considered for a rebrand of an acquisition. All acquisitions vary so this is a general guide of items to consider.

Domains Com Laude

Get a list of all of the acquired companies domains.
Work with James Nunn (james.nunn@comlaude.com) from Com Laude to move these across to our control.

Purchase Licenses
Office E3
Azure AD Premium P1
Citrix (If Required)

Email Address Export and Mapping to @vistra.com
Export all email addressed from the acquired companies email environment

If exchange then you can use the following powershell:
Get-Recipient -Resultsize unlimited | Select Name, RecipientType, PrimarySmtpAddress, ExternalEmailAddress, @{L="EmailAddresses";E={$_.EmailAddresses | ? {$_.PrefixString -ceq "smtp"} | % {$_.SmtpAddress}}}, OrganizationalUnit | Export-csv c:\Exports\AllEmailAddress03-12-18.csv

Map all email addresses to @vistra.com addresses
- Staff firstname.lastname@vistra.com
- Generic name.jurisidiction@vistra.com

Mimecast - Route Acquired Domain Inbound via Mimecast
Create wildcard Delivery Route for acquired companies domain to route at their current Email environment
Add Domain as Internal on Mimecast (Requires TXT Record to be created)
Validate domains as internal and accept all addresses / no anti-spoofing policies
Create a Greylisting Policy Exclusion
Add all email addresses to a Mimecast Profile Group
Setup Content Examination Rule to hold all email coming in and apply to the Profile Group
Change MX records to (Both with priority of 10 to enable round robin):

eu-smtp-inbound-1.mimecast.com
eu-smtp-inbound-2.mimecast.com

Mimecast - Route Acquired Domain Outbound via Mimecast
Identify the EGRESS IP for the acquired companies mail service (Not required if they are on O365)
Email Mimecast Support (support@mimecast.com) to request for the EGRESS IP to be added as an authorised outbound IP address. You will need to confirm with them that this is a dedicated IP and that is it not shared with any other companies. If shared with another company then it needs to go onto Mimecast's Shared Services platform.

https://community.mimecast.com/docs/DOC-1622-connect-process-setting-up-your-outbound-email

Add the following entry into the existing SPF Record: include:eu._netblocks.mimecast.com

Mimecast - Journaling to Mimecast
Setup a new Journal Connector in Mimecast

Configure Mimecast Journaling: https://community.mimecast.com/docs/DOC-2067

Smart Hosts:
eu-smtp-journal-1.mimecast.com
eu-smtp-journal-2.mimecast.com

Determine Email Ingestion Method
Skykick (Perspicuity) - O365 Ingestion from another O365 Tenant
Simply Migrate (Jon / Miguel / Ambrus) - O365 Ingestion from PST's
Exchange Import - On-Premise Mailbox

Mimecast - Rebrand to @vistra.com
If the mailboxes will be in O365, create Mail Users on-premise for all of the new staff
Create an AD group for email routing and add all of the Mail Users created in the last step(i.e Email - All Staff Vistra DUB MGW - O365)
Setup Azure AD Sync if created a new OU (https://itsupport.vistra.com/hc/en-gb/articles/115005205385-Group-O365-Synced-OU-s-in-work-local-how-to-add-an-additional-OU)
Create Delivery Route for the AD Group above to route to the relevant Exchange environment

Pre-seed mailboxes
If an O365 tenant migration then AD connect needs to be disabled 72 hours prior to migration to release the domain. At this point the mailboxes will be in-cloud mailboxes.
If an O365 tenant migration then the O365 Groups need to be deleted prior to the migration to release the domain.
Enable Mimecast Delivery Route Pause (Scheduled)
Enable Mimecast Content Examination Hold
Initiate last sync of mailboxes
Add the acquired companies email addresses to the Mail Users
Run an Directory Sync on Mimecast to check that the acquired companies email address are alias mapping to the new @vistra.com addresses
If an O365 tenant migration then remove domains from old tenant
Change Delivery Route on Mimecast for the acquired companies domain to the new destination
Change Delivery Route on Mimecast for the AD Group with Mail Users in to the new destination
Send Test Emails in to each address from Gmail
Release test emails from Hold Queue
Recalculate Delivery Route for the test emails from the Delivery Queue
Un-Pause delivery Route
Check O365 / On-premise Mail Trace to see that the emails have delivered to the mailboxes
Pause Delivery Route
Release all remaining Emails from hold queue
Recalculate Delivery Route for emails from the Delivery Queue
Un-Pause delivery Route
Allow free flow by disabling the Content Examination Rule
Check email flow from / to O365 mailbox on the client side

Outlook Agent to switch Profile
Please refer to attached guides:

-Deploying the Outlook Assistant via Group Policy
This tool will only be used in case of a migration via Perspicuity. 

-Configuring the Outlook profile manually "ConfigreOutlook - O365"
This guide can be used in case some of the agents did not worked.


Exclaimer
The O365 will need to be setup via the our on-prem O365 Exclaimer tool. 
This need to be done via hkgsrvdc05 -> 172.16.220.20 (DMZ server)
Create a new policy, please make sure you do not create duplicates.

Once created, deploy the Exclaimer agents to the workstations.
Please use this link

O365 Mailbox MFA Method Enrolment

Advise the staff to enrol for MFA by carrying out these steps:
Launch URL https://aka.ms/MFASetup
Login using your work email and password
Complete the security verification form

Self Service Password Portal
See https://itsupport.vistra.com/hc/en-gb/articles/360000505678-O365-Self-Service-Password-Reset-Portal

 

Galsync Installation


link

ID: 360000532117

Created at: 2018-10-25T14:38:30Z

Galsync is a tool used to synchronise contacts between two Exchange environments, this is typically used for acquisitions to share the GAL.

This is currently installed on AMSSRVGL001 which is a dedicated virtual server in the Amsterdam Hub.

Galsync is run via the svcgalsync service account which has a mailbox on Amsterdam Exchange. The email address for this mailbox is galsync@vistra.com

The current exchange details for this installation are:



The license installed is attached, details below:


Do download an update, go to:
https://www.netsec.de/en/products/galsync/download.html

The svcgalsync account currently has delegated access to the following OU's:


See installation Manual attached

Mimecast - Outlook Toolbar Deployment


link

ID: 360000520037

Created at: 2018-10-22T14:03:09Z

Extract the attached Mimecast.zip file to your regions Sources Directory e.g \\jersrvfs001\sources$\

Open the MSO_Check.bat file and amend the path to the one you created above:



Browse to https://community.mimecast.com/community/knowledge-base/application-downloads/pages/mimecast-for-outlook and download the latest Mimecast for Outlook MSI's and save in the Mimecast Folder created earlier:



Open the MSO_Check.ps1 file and amend the paths to the one you created above and also the new file names for the MSI files:



Grant Domain Computers modify access to \\PATHABOVE\Mimecast\Logs to allow computers to write back a log file.

Create a GPO to run the batch file at startup:



Staff also need to be part of this group ‘Security - Global Mimecast MSO users’ either individually or as part of the office Security Group. Being part of this group  enables the application profile which allows the Mimecast Toolbar to connect.



 

 

O365 Self Service Password Reset Portal


link

ID: 360000505678

Created at: 2018-10-19T12:40:57Z

To Enable the O365 Self Service Password Reset Portal staff need to be added to the following Azure AD group:

Security - AD Azure - Global - Self Service Password Reset - In Cloud

The staff member should have already setup a MFA method but if they haven't they can do this via the following link: https://aka.ms/MFASetup.

After enrolling an MFA method they will then be able to follow these steps to reset their password:

Browse to (Self Service Password Reset): https://aka.ms/sspr

Enter your @vistra.com email address and the Catpcha code and click next:
Select one of their MFA methods that they setup earlier and verify:
Enter a new password and confirm this:
You should then get confirmation that your password has been reset:

You will also receive an email to confirm your password reset:

 











Meet-Me account set up guide


link

ID: 360000497238

Created at: 2018-10-17T10:53:28Z

Hi

 

Attached document describes the steps used to set up a Meet-Me Conference and the details of how to use it in Cisco Unified Communications Manager

 

Best Regards,

Deepak Bhoyro

 

ArcServe Backup fails with the following error: 10109 - ...


link

ID: 360000468478

Created at: 2018-10-10T12:32:29Z

We did the following:-

1. Check if the Vm is part of the Hyer Visor(s).
2. Update the Hyper Visor(s) and RPS with this account svczrhbackup
3. Add account to the following groups on the Hyper Visor:
3.1 Local admin
3.2 Backup Operators
4. Add account to the following Local Security Policies:
4.1 Act as an Operating System
4.2 Allow log on locally
4.3 Log on as a batch
4.4 Log on as a service
5. UAC disabled both on the RPS server and Hyper Visor(s).
6. Enable LUA from the registry, set it to '0' Then reboot the server. 

Then reboot the server. Once the reboot is done, the back-up runs normally again.

AMS O365 - Onprem to Cloud


link

ID: 360000451718

Created at: 2018-10-05T07:45:41Z

Steps to perform.

1. Export PST

2. Disable mailbox 

3. Set mailbox to mail user

4. Configure licenses in O365 for user

5. Import PST

6. Remove user from Security - Mimecast - Amsterdam Exchange NAT Routing

7. Add to Security - Mimecast - O365 Routing

 

How to Allocate / Re-Allocate a Citrix License


link

ID: 360001504029

Created at: 2018-09-27T11:32:36Z

See attached guide on how to allocate / re-allocate Citrix licenses.

If a Citrix License server has run out of licenses you can restart the Citrix License service which will give you 5 minutes to get staff logged in whilst it re-counts. You can repeat this process until you have all of the staff logged in. This will then allow you the time to generate the new license file and apply it to the server.

Q1 2018 - Quarterly Task T9 - Check AutoLoader and Tape Drives for new Firmware


link

ID: 360001513605

Created at: 2018-09-25T13:19:44Z

How to perform this task

 

1. Go to HP site for searching latest driver

2. Select on the left side of the site software type "Firmware"

3. Download the correct version (HPE login credentials are in PWmanager)

4. Connect to Tapeloader web interface, see table below, login as Administrator

 

AMS 10.30.10.249 PW = Pwmaanger
BVI 10.23.10.249 PW = Pwmaanger
CYP 10.7.10.249 PW = Pwmaanger
ZRH 10.21.10.249 PW = Pwmaanger

 

 

5. Once connected open Support -> Firmware -> browse to downloaded firmware file and click update

 

 


    

    

 

Amsterdam monitors - Safeguard


link

ID: 360001498769

Created at: 2018-09-25T08:06:12Z

There are 4 screens installed in the Atrium office.

These screens are installed for the Safeguard application.

This application is connected to the BHV people and will automatically display whenever they entering the building.

How to open the app on the TV screen:

 

1. Turn on Television

2. Open the built-in browser

3. Browse to https://my.safeguardapp.nl/login

4. Login with below credentials

 

Username = safeguard@vistra.com

Password = x(wkUOQ8pOY

 

*Make sure the screensaver is turned off 

*Make sure the TV does not turn off automatically 

Please contact Gisele de Smedt by questions related to safegaurd.

Jersey Switch DR Plan


link

ID: 360001499705

Created at: 2018-09-14T10:56:44Z

In Jersey we have 2 floors.. 4th & 3rd Floor. On the 4th floor we have a stack of 2 switches with plenty of room to rack the 4th Floor Spare switch.

On the 3rd floor we have a stack of 3 switches and ontop of that stack is the 4th Floor Spare switch.

Below is a plan on if and when a Cisco network switch fails/dies in the office and immediate action is required to get the staff backup and running.

4th Floor
IMG_0198.jpg

IMG_0197.jpg

IMG_0199.jpg

3rd Floor

IMG_0200.jpg

You will need to power on the switch from the back if this switch is ever needed, currently unplugged to try and save life span:

Malta - configure modem as PPPOE


link

ID: 360001458909

Created at: 2018-09-06T10:00:15Z

I had the case that the modem in the Madrid office was factory reset.

 

In Opsview you see the external ping from AMSDC to Madrid is still online but the Firewall is offline.

In this case you have to connect a laptop directly to the modem browse to the default gateway and change the following:

 

 

 

How to add O365 licences on ECAT


link

ID: 360001455909

Created at: 2018-09-04T12:10:18Z

 

The member of staff completing this will need access to the ECAT Softcat Portal (List below as of September 2018). If you have any issues with accessing and you are authorized please contact Jack Scargill -JackSc@softcat.com (Account Manager). There is also a reset password option available on the portal.

ECAT Users - September 2018

If you are not authorized to have access to ECAT please request authorization & setup via Wendy Ewens and Jacco Sloover.

BVI - Backup connection contact details


link

ID: 360001452865

Created at: 2018-08-30T07:21:47Z

ISP: CCTBVI

Name: Jason Williams

Email: jwilliams@cctbvi.com

Tel: +1 284 499-1665

O365 Support info


link

ID: 360001431109

Created at: 2018-08-22T16:05:01Z

Please be advised of the below O365 Support info.

*********************

Softcat O365 – Support – Support for the overall Microsoft tenant and emergency support (Support part of CSP service)

Support is 24/7

Email: SupportCat@softcat.com

Tel:  +44 1628 403 789

 

*********************

Perspicuity – Subject Matter Experts – to be used for day- to- day requests and projects (Prepaid support hours)

Support – Mon-Fri 09:00-17:00

Email: support@perspicuity.co.uk

Tel:  +44 (0) 333 4444 365

 

Account Manager:  Charlie Gilbert

Direct:    +44 (0) 203 7437 881

Mobile:   +44 (0) 777 2646 397

*********************

Citrix Servers (EU)


link

ID: 360001386145

Created at: 2018-08-09T18:59:09Z

This page contains all information about the Citrix Servers located in the Amsterdam DC. 

 

Servername OS Memory CPU IP Member Office

Securitygroup Access

     
AMSSRVCTX001 W2K16 32GB 4CPU            
AMSSRVCTX002 W2K16 32GB 4CPU            
AMSSRVCTX003 W2K16 32GB 4CPU            
AMSSRVCTX004 W2K16 32GB 4CPU            
AMSSRVCTX005 W2K16 32GB 4CPU            
AMSSRVCTX006 W2K16 32GB 4CPU            
AMSSRVCTX007 W2K16 32GB 4CPU            
AMSSRVCTX008 W2K16 32GB 4CPU            
                   

 

IT Operations - Major Incident Process


link

ID: 360001381665

Created at: 2018-08-09T09:13:18Z

Below is an overview of the ‘Major IT Incident Report’ report process.

We have now moved the ‘Major Incident Reporting’ to the O365 Team ‘IT Operations Management Team’ ( click here to access).

The purpose of this report is to document ‘Major IT incidents’. A ‘Major IT Incident’ is defined as a business-critical IT service being unavailable for over one hour during business hours. Once completed a copy of this report needs to be provided to the local office MD, Group Managing Director of Asia, Europe or the US and the CIO. Copies of all reports are also held centrally by Vistra Group IT (Within a Zendesk ticket and also in the reports folder under the team. 

We have provided templates for both the report and the incident advisory email.

 

Note: Archived incident report location: \\work.local\itsupport\Global\Incident Reports - OLD - Now on Teams - IT OPERATIONS MANAGEMENT TEAM

How to Backup Bank Clarity Live & Restore onto BankClarity_LiveSupport


link

ID: 360001367049

Created at: 2018-08-03T14:05:49Z

1) RDP to JERSRVBC001 & Open "SQL Server Management Studio":


2) Connect to the below Live Instance & run this job:
1.jpg

 

 3) Stop the "BankClarity_LiveSupport" IIS App Pool
4.JPG

 4) Connect to the below Test Instance & run this job: 2.jpg

 

5) Start the "BankClarity_LiveSupport" IIS App Pool:3.JPG

Advise Melissa Maakestad once this restore has been complete so BankClarity can then connect in and check the BankClarity_LiveSupport to investigate whichever issue there looking into.

Hyper-V Virtual Machine Bluescreen boot config issue


link

ID: 360001364509

Created at: 2018-08-02T10:42:12Z

See attached guide on how to fix bluescreen boot issue for Windows servers in Hyper-V.

 

For example:

LUX - outlook anywhere


link

ID: 360001349105

Created at: 2018-07-30T14:22:44Z

Please find attached guide

 

Exchange 2010 - LUXWEBMAIL1.VISTRA.COM
LUXSRVEXC01 and LUXSRVEXC02

Exchange 2016 - LUXMAIL.VISTRA.COM
LUXSRVEXC001 and LUXSRVEXC002

Mimecast - Distribution Groups with External Contacts In


link

ID: 360001340269

Created at: 2018-07-26T08:57:14Z

We had a case today where there were two email contacts with external email addresses added to a distribution group and Mimecast was bouncing them due to it being an External Sender to External Recipient which is blocked by default as a relay attempt. This is due to the change in Outbound routing direct to Mimecast from Exchange as previously we were only routing emails from @vistra.com out to Mimecast on the Mailmarshal servers and these emails to external distribution group members would have gone directly out from Mailmarshal.

External Sender -> Mimecast -> On-Prem Exchange Distribution Group -> Mimecast (Now to external recipient in distribution group)

If your teams identify any external recipients of distribution groups then they can be added to the following Profile Group on Mimecast which will permit the traffic:



This is restricted down so that the emails have to have gone through our email servers and can just be relayed directly from and external party to one of those external recipients:

 

 

Quarterly Task T36


link

ID: 360001326689

Created at: 2018-07-20T14:53:57Z

Disable account not logged in for 90 days.

 

Go to the following website: http://amssrvreport001/report/menu.php

click on Housekeeping > Ad objects > Older than 90 days

 

Object type = User, then check the user for the Amsterdam hub.

 

Note: Currently Dubai has a lot of TSME users and these are not migrated yet.

DO NOT disable them

 

Restore - UDP backup


link

ID: 360001330345

Created at: 2018-07-20T13:48:49Z

This document explains how to restore files from UDP backup.

 

1. Login UDP console

2. Go to -> all nodes -> select the node to recover files from -> right click -> restore

3. Click the desired function, in this case we use Browse Recovery Points

4. Select the Date to recover from + select the files to recover

5. Configure the restore options, click next, click finish the backup will now restore the files

 

 

 

 

Restore - tape back-up


link

ID: 360001330145

Created at: 2018-07-20T13:37:37Z

This document explains how to restore files from tape back-up.

 

1. Login the backup server

2. Open Arcserve Backup 

 

3. Open via Quick Start -> Restore

 

4. Select the source by the drop-down list

 

5. Make sure the correct tapes are inserted and browse the files to recover:

 

 

6. Select the destination to recover the files to

 

 

7. Leave the schedule as default

 

8. Click submit, click OK, click edit + fill-in the UDP/D2D session password (PW manager)

9. Job will start and finished once files are recovered

 

JER - Screening Deployed Client installation and ODBC Setup Guide


link

ID: 360001317765

Created at: 2018-07-17T15:33:23Z

Screening Deployed

Screening Deployed is mainly used in Compliance departments. The data is saved on XXXSRVSD### servers and the client is either located on Citrix servers or locally on the some of the machines.

 

Client SETUP

To setup a new pc you need to install the client and create a SQL ODBC

  1. Install MSI from \\jersrvfs001\sources$\ScreeningDeployed5.6_32 and select Client in the wizard
  2. Open DBDescribe.xe from c:\Program Files (x86)\Screening Deployed and ask the senior of the team for the right settings.

    -Database name: TMS5
    -User: sa (sql instance)
    -Pass: ask the senior member of the team
     

ODBC SETUP

  1. Depending on the machine run:

    (x86) C:\windows\system32\odbcad32

    (x64) C:\windows\sysWOW64\odbcad32

  2. if connection missing create new user DSN
    DATA Source > Select SQL Server with the following connection strings:
    - Name: JERTMS5
    - Description: Jersey Screening Deployed
    - Server: JERSRVSD01\JERSD
    - SQL username: jersdws
    - Password: password manager
  3. change default database to TMS5
  4. enable use ANSI quoted identifiers and ANS nulls, paddings, and warnings
  5. test the connection in the end.

 

Create secure connection (if the application is not working)

 1. Open C:\program files (x86)\screening deployed -> DBDescribe.exe

 2. Fill in all of the settings as below:

DSN: JERTMS5 (Or the relevant data source name for the jurisdictions SD)
DST: SQL Server
Schema: dbo
Owner ID: sa
Owner Password : SA Password for the Screening Deployed SQL DB

 

testing software

  1. Open Investigator application:
    ("C:\Program Files (x86)\Screening Deployed\investigator.exe) – 64bit PC
    ("C:\Program Files\Screening Deployed\investigator.exe) – 32 bit PC
  2. login details:
    Username: W001
    pw: test1ng

Global - Activate SafeNet token


link

ID: 360001310885

Created at: 2018-07-14T11:50:55Z

Included is the manual to activate the token on your phone and how to work from home

Lotus Notes NSF Conversion to PST


link

ID: 360001295769

Created at: 2018-07-11T19:50:30Z

Please see attached guide on how to convert an NSF file to PST using LUXSRVNSF001

How to raise a case with Citrix Sharefile


link

ID: 360001287729

Created at: 2018-07-10T14:07:17Z

1) Browse to - https://www.citrix.com/login?url=https://support.citrix.com/case/manage#/

2) Log in with username vistrajsyadmin1 (Password in the password database under: Citrix Sharefile Support Account)

3) Click on "Create/View Support Cases"

4) Click "Open a Case"

5) Proceed raising your case. For example:

Shared Scan Drive Creation For A Group


link

ID: 360001285529

Created at: 2018-07-10T11:34:48Z

Hello,

 

Please find attached document to create a shared Scan Drive for a group of users.

Note : This applies for Vistra Mauritius only.

 

Regards,

Deepak

Vistra Seychelles Infrastructure


link

ID: 360001274425

Created at: 2018-07-05T08:47:10Z

Office Network:

1x Cisco 2960

This is the main access switch for devices

IP details

Management IP = 10.119.1.252

VLAN1: Vistra LAN

Login credentials will be added in pwm

 

1 x Cisco ASA 5505

Management IP = 41.86.43.184

 

1x IBM System x3650 M3

 

Old Infrastructure (still connected to jordans.local) is still active and will remain active for the next week incase there is a need for roll back or any form of restoration.

We have commissioned a local domain controller in the office which is hosted on this VM host.

 

IP details

SYCSRVDC001 – 10.119.10.110

Seychelles AD Site

 

User Environment:

Local PC Roaming Profile Path: \\SYCSRVDC001\sycprofiles$

Local PC Start Menu Redirection Path: \\Jordanssey\TSMRedirections$

Home Drive for both workstations and citrix: \\jordanssey\sycusers$

TS Folder Redirection: \\Jordanssey\TSMRedirections$

TS Profile Redirection: \\jordanssey\TSProfiles$

 

Seychelles Office has been setup with a local citrix farm (SYCFARM01) which has 1 Xenapp Server; SYCSRVCTX01

 

SYCSRVDC001 is setup as EPO SA and Repository servers and getting policies and updates from AMSSRVEPO001. All desktop have been deployed with the Mcafee products

 

Business Applications:

Navision – Main CRM, Billing. This is the main business application used by Seychelles. (K3 Support is active)

O365 Pro Plus

 

Emails and Signatures:

Vistra Seychelles mailboxes are in Vistra O365 tenant.

A GPO has been created to do an autodiscover XML redirection for O365 autodiscover to work within the vistra network.

Signature are generated thru Exclaimer O365 Signature manager than is install in HKGSRVEXCL01 (172.16.220.20). A GPO has been configured to install the Exclaimer Update Agent on all PC's and citrix servers.

 

Mapped Drives:

I:\\JordansSEY\Jordans

W:\\jordanssey\workshare         

Y:\\jordanssey\Sertussey          

Z:\\jordanssey\SBCSey

 

PRINTERS: (deployed via GPO)

SYCPRN01_PCL

SYCPRN01_PS

SYCPRN02

SYCPRN03

 

Backend servers/Network:

 

SYCSRVCTX01 – TS Access (used mainly for SAP and Vital Doc Access)

JORDANSSEY – File Server

SEYCHELLESNAV – Navision Server

SYCSRVSTORE01 – Arcserve UDP RPS Server

Vistra Sydney Infrastructure


link

ID: 360001270809

Created at: 2018-07-05T08:41:08Z

Office Network:

2x HP Aruba 2530-24G Switch

This is the main access switch for devices

IP details

Management IP = 10.118.1.251. 10.118.1.251

VLAN10: Vistra LAN

Login credentials in password manager

 

1x Cisco 3850 Switch

This is the core switch for devices

IP details

Management IP = 10.118.1.252

VLAN10: Vistra LAN

VLAN11: DMZ

Login credentials in password manager

 

1x HP DL380PG8 servers (pre-existing VM host)

SYDSRVOVH001 – 10.118.10.151

 

IP details

SYDSRVDC001 – 10.118.10.110

Sydney AD Site

 

User Environment:

Local PC Roaming Profile Path: \\SYDSRVDC001\auprofiles$

Local PC Start Menu Redirection Path: \\SYDSRVDC001\TSMRedirections$

Home Drive for both workstations and citrix: \\HKGSRVFS001\HomePath\AUS\

TS Folder Redirection: \\HKGSRVFS001\HomePath\AUS

TS Profile Redirection: \\HKGSRVFS03\TSProfiles$

 

Sydney Office connects to HKG Citrix Farm and has 2 dedicated Xenapp Servers (HKGSRVCTX008 and HKGSRVCTX009)

 

SYDSRVDC001 is setup as EPO SA and Repository servers and getting policies and updates from HKGSRVEPO01. All desktop have been deployed with the Mcafee products

 

Business Applications:

ReckonAPS – Main CRM, Billing, Timesheet application, Tax lodgement. This is the main business application used by VFR. (Reckon Support is active)

MYOB Products – Accounts Edge, Accounts Right, Accounts Right Plus and Premiere. These are the main accounting software. (MYOB support is active)

Leaseman – Accounting Software

NTAA – Tax Accounting/Property Tax Software (NTAA Support is active)

Simpe Fund – Fund Accounting Software (currently no active support)

ATO Tax Portal (cloud)

O365 Pro Plus

 

Emails and Signatures:

Vistra Foster Raffan mailboxes are in Vistra O365 tenant.

A GPO has been created to do an autodiscover XML redirection for O365 autodiscover to work within the vistra network.

Signature are generated thru Exclaimer O365 Signature manager than is install in HKGSRVEXCL01 (172.16.220.20). A GPO has been configured to install the Exclaimer Update Agent on all PC's and citrix servers.

 

Mapped Drives:

G: \\HKGSRVFS03\s6super$ (Simple Fund Directory)

I: \\HKGSRVFS03\CommonApps$ (ATO certificates for tax lodgement)

J: \\HKGSRVFS03\INusers$\%username%

K: \\HKGSRVFS03\CommonData$\Common (main client data drive)     

L: \\HKGSRVFS03\PAData$ (ReckonAPS Template Directory)

P: \\HKGSRVFS03\s6system$ (sub directory for Simple Fund)

S: \\HKGSRVFS03\ExchangeArchives$ (Archive PST directory)

 

PRINTERS: (deployed via GPO)

SYDPRN01

SYDPRN02

SYDPRN03

 

Backend servers/Network:

 

HKGSRVCTX008 – TS Access

HKGSRVCTX009 – TS Access

HKGSRVAPP06 – ReckonAPS Database Server

HKGSRVFS03 – File server

HKGSRVFS001 – Foler Redirections\

HKGSRVADMIN001 – Management Server from HK (this is where you can RDP to the VFR servers)

 

Local IT Support:

Quorum Systems Service Desk <servicedesk@qsit.com.au>

Main Office Contact: Michael Clarke (Office Manager)

Screening Deployed Infrastructure Setup


link

ID: 360001270205

Created at: 2018-07-04T09:14:35Z

Please see attached guide on how to setup the infrastructure behind a new Screening Deployed database.

Viewpoint Setup Guide


link

ID: 360001270185

Created at: 2018-07-04T09:13:12Z

Please see attached guide on how to setup the infrastructure behind a new Viewpoint database.

Office365 License Report Script


link

ID: 360001262349

Created at: 2018-07-03T04:04:00Z

This article serves as a documentation on how to properly use and append the Powershell script used to create the monthly Office365 License Report.

The purpose of this script is to get all licensed users from Office365 and create a report categorized by the "office" attribute in AD. Each office will have a list of products based on the licensed users in that specific office. Each license has a corresponding price which is multiplied to the count of users using that product which will be inserted to the MRC field. See reference image:

There are five (5) phases when you run the script:

Declarations and definitions - In this phase, you will specify the overall variable that will be used in the script. This also includes the log objects and the connection strings. Since logs are very important in running automated scripts, I included it on the script so whenever an error was encountered during it's process, the errors can be seen in a text file in a  specified folder -

\\work.local\itsupport\IT Support - Asia\_Singapore Hub\Script_Logs\O365_License_Review_Logs.txt

The connection string contains the information used to connect to the MS Online service. It needs to connect to the service so that it can pull out the user and license information:

  1. Credentials - the credentials used in the script to connect to MSOL service is stored in a secured XML file. Use this script to create the XML file - $credential = Get-Credential -Credential "<youradminusername@vistra.com>" | Export-Clixml "<Path/filename.xml>". After creating the XML credential file, it can now be used in the script using Import-Clixml 
  2. Connection - the connection string is really straightforward. It will connect to the correct MSOL service based on the credentials provided. The script looks like this: 

Phase 1: Get all users with license - a

Vistra SG: Avaya IPO Documentation


link

ID: 360001255509

Created at: 2018-06-29T08:24:47Z

Please refer to attached

Substance Office Setup


link

ID: 360001253545

Created at: 2018-06-28T07:31:28Z

Process:

1. Request comes from Business depending on the Schedule of Service that client signed up

which can include:

- Virtual Phone Reception/Hard phones

- Actual Substance Office Room setup, including PC and printing peripherals, WIFI access

- Domain Registration and Domain Hosting

- Mail Hosting (O365 CSP/IX Mail Hosting)

2. IT Logs the request in Zendesk and action the requested items

- Virtual Phone Reception/Hard phones (dedicated DID's are reserved for client use and readily configurable in Avaya IP Office)

- Physical Setup of Actual Substance Office Room setup, including PC and printing peripherals, WIFI access (includes network patching etc)

- Request Com Laude for Domain Registration and DNS Hosting

- Managed DNS Records for Clients

- Create O365 Tenant and mailboxes on initial request

- Once mail tenant is functional, release the administration to client

 

 

Substance Office: O365 CSP


link

ID: 360001227749

Created at: 2018-06-21T07:53:12Z

Microsoft O365 Tenant Domain: Portal.office.com (tenant password on PW DB)

@bentangenergi.onmicrosoft.com

@sakaventures.onmicrosoft.com

@tdbcapital.onmicrosoft.com

@candidut.com.onmicrosoft.com

O365 CSP is thru SoftCat's Partner Innovix Distribution Limited

Current Process:

- Local Business provide Substance Office Packages to Clients which Including Domain Registration, Domain Hosting, Email Hosting, Telephony and PC setup and an actual Substance Office Room

- Vistra IT will register the domain name and create DNS zone with Com Laude

- Vistra IT manages DNS records for Client domain, which include O365 DNS records

- Vistra IT Sets Up the O365 Tenant and Client requested mailboxes and mail groups

- Vistra IT Contacts SoftCat to link O365 Tenant to eCAT (EU tenants) or Innovix Distribution (For Asia)

- Vistra Local Business gets billed for client O365 licenses and Vistra recharges client for the cost

- Vistra IT Handovers the Tenant Admin password to client (however, client assumes that Vistra IT Manages their O365 and sends support request directly to the Engineer who setup their O365 Tenant

 

 

SGP/MUM Operational Task: Server Patching


link

ID: 360001228945

Created at: 2018-06-21T06:56:14Z

 

 

 

 Refer to attachment

Configure legacy public folders where user mailboxes are on Exchange 2016


link

ID: 360001156245

Created at: 2018-06-08T08:50:36Z

Problem Description:

"Need assistance to fix credential prompt for 2016 mailboxes on server (Jersrvexc003) & help to assist in allowing 2016 users access public folders which are still located on Exchange 2010".

Resolution:

For Credential prompt issue user mailbox on Exchange 2016 we cleared the "MSexchhomepublicMDB" attribute from Exchange 2016 database.

However as we want our Exchange 2016 user to access the legacy public folder then we need to configure proxy mailbox on Ex2010 for public folder also required the "MSexchhomepublicMDB" attribute to set again.

 

We followed below steps as mentioned in article to Configure legacy public folders where user mailboxes are on Exchange 2016 servers

https://technet.microsoft.com/en-us/library/dn690134(v=exchg.150).aspx

 

  1. Step 1: Make the Exchange 2010 public folders discoverable

If your public folders are on Exchange 2010 or later servers, then you need to install the Client Access Server role on all mailbox servers that have a public folder database.

Create an empty mailbox database on each public folder server.

 

  1. For Exchange 2010, run the following command.
    1. New-MailboxDatabase -Server <PFServerName_with_CASRole> -Name <NewMDBforPFs> -IsExcludedFromProvisioning $true

 

  1. Create a proxy mailbox within the new mailbox database and hide the mailbox from the address book. The SMTP of this mailbox will be returned by AutoDiscover as the DefaultPublicFolderMailbox SMTP, so that by resolving this SMTP the client can reach the legacy exchange server for public folder access.

 

    1. New-Mailbox -Name <PFMailbox1> -Database <NewMDBforPFs>
    2. Set-Mailbox -Identity <PFMailbox1> -HiddenFromAddressListsEnabled $true

 

  1. For Exchange 2010, enable AutoDiscover to return the proxy public folder mailboxes.
    1. Set-MailboxDatabase <NewMDBforPFs> -RPCClientAccessServer <PFServerName_with_CASRole>

 

  1. Step 2: Configure user mailboxes to access the legacy public folders

Enable the Exchange Server 2013 on-premises users to access the legacy public folders. You will point to all of the proxy public folder mailboxes that you created in Step 1: Make the Exchange 2010 public folders discoverable. Run the following command from an Exchange 2013 server with the CU5 or higher update.

 

Set-OrganizationConfig -PublicFoldersEnabled Remote -RemotePublicFolderMailboxes ProxyMailbox1

                We also set the "MSexchhomepublicMDB" attribute as below for all database on Exchange 2016 server (jersrvexc003)

CN=Jersey Hub Public Folder Database JERSRVEXC001,CN=Databases,CN=Exchange Administrative Group (FYDIBOHF23SPDLT),CN=Administrative Groups,CN=First Organization,CN=Microsoft Exchange,CN=Services,CN=Configuration,DC=work,DC=local

  1. Recycled the AutodiscoverAppPool on Ex2016 server.
  2. Post which legacy public folder access work fine for user mailbox on Ex2016 server.

 

Reference:

 

Autodiscover service

https://technet.microsoft.com/en-us/library/bb124251(v=exchg.150).aspx

 

Outlook can't access public folders hosted on legacy Exchange servers

https://support.microsoft.com/en-us/help/3177600/outlook-can-t-access-public-folders-hosted-on-legacy-exchange-servers

 

Configure legacy public folders where user mailboxes are on Exchange 2016 servers

https://technet.microsoft.com/en-us/library/dn690134(v=exchg.150).aspx

 

Troubleshooting and Knowledge Base Articles:

  

Microsoft Remote Connectivity Analyzer

https://www.testexchangeconnectivity.com/

 

Exchange Server Forum

http://social.technet.microsoft.com/Forums/en-US/category/exchangeserver,exchangeserverlegacy/

 

TechNet Virtual Labs: Exchange Server

http://technet.microsoft.com/en-us/exchange/bb499043.aspx

 

Exchange Team Blog - Site Home - TechNet Blogs

http://blogs.technet.com/b/exchange/

iManage Worksite v10 ADFS Token Signing Certificate Renewal


link

ID: 360001139329

Created at: 2018-06-04T15:52:25Z

If a new SSL has been generated for auth.vistra.com which is used for ADFS, then a new token signing SSL needs to be generated for Worksite. If the new token signing SSL is not generated then the following will appear in IE when you try to connect:



Login to AMSSRVADFS001
Open AD DS 2.0 Console
Expand Service / Certificates
Right click on the Token-Siging SSL and click View Certificate
Click Details Tab
Click Copy to File
Next
Select Base-64 Encoding X.509 (.CER)
Click Next
Choose a location to save to
Click Next
Click Finish

Copy the file to the JERSRVDM001 / AMSSRVDM002 server and replace C:\Support\myfssign.cer

Test Logging in to https://jerws.vistra.com / https://nlws.vistra.com

MobileIron Setup Guide on Android


link

ID: 360001023429

Created at: 2018-06-01T07:06:09Z

How to Bypass Nedbank USB/USB's in McAfee EPO


link

ID: 360001008889

Created at: 2018-05-29T16:09:14Z

See Attached

 

RP

CDW / Firewall - Call logging process & Contact details


link

ID: 360000999509

Created at: 2018-05-28T08:03:59Z

Please see below contact details:

Name Function Email address Phone
Willis Wells  Account Director  w.wells@uk.cdw.com Phone: +44 (0) 207 791 6386
Mobile: +44 (0) 750 079 8855
Harry Rock Account Manager h.rock@uk.cdw.com  DDI: 0207 791 6647
Mobile: 07881 013 081
Shaun Barnett Configuration Technical Lead s.barnett@uk.cdw.com  Phone: +44 20 7791 6726
General email address Vistra Harry / Willis Vistra@uk.cdw.com   

 

This is the process of logging a ticket if you have a firewall issue or change request.

For standard change requests (anything other than break fix) please log a Zendesk firewall ticket, with as much information as possible.  These will be collated every Thursday and processed by Chris and Ken over the following week.  This allows us to sanity check the request and discuss with the requester if necessary.  If this request needs to be expedited then the requester must get approval from either Wendy or Jacco.  Standard change requests cannot be accelerated without approval.

If you have a system down or break fix situation you can contact Chris or Ken directly to assist.  If this isn’t possible you are all authorized to log a break fix emergency ticket with CDW directly.  You can do this by ringing +44(0)203 069 5520 or +44 203 069 5444 and giving the support desk the details of the request and the urgency.  You can also log the ticket by emailing Servicenetsd@uk.cdw.com however emergency requests should ideally be logged by telephone if possible.  Can you also ensure that you email Chris and Ken to inform us that you have logged the ticket and send us the CDW ticket number.

In the event that you haven’t heard back from CDW in a timely manner or wish to escalate the ticket please email escalations@uk.cdw.com providing as much information as possible i.e.

 

 

 

 

 

 

AMSSRVSQL001 SQL Service Restart / Reboot


link

ID: 360000993545

Created at: 2018-05-28T05:36:18Z

Please follow the instructions in the attached document every time SQL service is restarted and or SQL server is rebooted on AMSSRVSQL001

Install + Customization Worksite V10


link

ID: 360000982789

Created at: 2018-05-23T15:43:20Z

Contact details Phoenix:

Muhammad Jahangir <muhammad.jahangir@PhoenixBS.com>

+44 203 142 8195

 

How to install Worksite V10 on Citrix envoirement:

1. Make sure .NET 3.5 is installed before installing Worksite

2. Please use the script that I've use: \\amssrvfs001\sources$\Worksite\V10\Deployment Scripts\Citrix Deployment Script\Worksite 934 full install.bat

The script will start (make sure you run with your Admin acc)!

3. Once done their will be one folders created in c:\program files, please confirm:

-Interwoven

 

How to customize Worksite V10 on Citrix envoirement:

1. There is one script created that is being pushed out to all Verona users that will set all user customizations

2. Upon succesfull installation there will be a logfile created in C:\Vistra\Logs\Worksite\ on each server. 

To re-run the customization, please rename the file on above location, the script will run each login attempt. 

 

 

 

VPM Sys Admin User Guide


link

ID: 360000954149

Created at: 2018-05-17T14:47:23Z

Please reference the attached VPM Sys Admin User Guide for common application issues and sysadmin tasks

Profile Enterprise - Jersey Install & Configure Instructions


link

ID: 360000948765

Created at: 2018-05-17T13:36:09Z

See attached.

McAfee Drive Encryption Recovery


link

ID: 360000930925

Created at: 2018-05-16T08:27:13Z

McAfee Offline Drive Encryption


link

ID: 360000933909

Created at: 2018-05-16T08:25:05Z

O365 Pro Plus deployment


link

ID: 360000837145

Created at: 2018-05-08T09:24:47Z

This is a step-by-step guide to easily deploy Office 365 Pro Plus in an office. This guide was created for deployment in Cayman. 

 NOTE: Please make sure all old office products are removed. Including Skype for business if it's on there.

1. Create a folder in the office's Sources$ share called O365ProPlus

2. Download the Office Deployment toolkit. For 2016 use https://www.microsoft.com/en-us/download/details.aspx?id=49117

3. Unzip in the newly created O365ProPlus folder. This will result in a configuration.xml and setup.exe file.

4. Browse to https://officedev.github.io and create your own custom XML. Keep in mind that we should always exclude Access. You can also copy below XML settings:

<Configuration>
    <Add OfficeClientEdition="64" Channel="Monthly" SourcePath="\\cybsrvdc001\sources$\O365ProPlus">
       <Product ID="O365ProPlusRetail">
         <Language ID="en-us"/>
         <ExcludeApp ID="Access"/>
       </Product>
    </Add>
    <Display Level="Full" AcceptEULA="TRUE"/>
    <Property Name="FORCEAPPSHUTDOWN" Value="FALSE"/>
    <Property Name="SharedComputerLicensing" Value="0"/>
    <Property Name="PinIconsToTaskbar" Value="FALSE"/>
    <Remove>
      <Product ID="SkypeforBusinessRetail">
        <Language ID="en-us"/>
      </Product>
      <Product ID="SkypeforBusinessEntryRetail">
        <Language ID="en-us"/>
      </Product>
    </Remove>
</Configuration>

This will install everything Pro Plus has to offer except Access. It will also automatically remove "Skype for Business (basic) 2016" Make sure you change the server address in above sample if you decide to use it. If this concerns a terminal server environment, please adjust the following from:

<Property Name="SharedComputerLicensing" Value="0"/>

to:

<Property Name="SharedComputerLicensing" Value="1"/>

5. Replace the content in the extracted configuration.xml from step 3 with the XML settings you're going with

6. Shift+right click in the O365ProPlus folder and select "Open command window here"

7. run the following command:

setup.exe /download configuration.xml

This will result in a folder appearing called "Office". The tool is now downloading the offline installer files. Wait until this is done.

Deployment

8. On a workstation go to the shared folder and run the setup.exe with the following command:

setup.exe /configure configuration.xml

 

Bomgar Atlas


link

ID: 360000830089

Created at: 2018-05-04T12:13:12Z

This manual will explain the Atlas setup and deployment of Jumpoint servers.

Screening Deployed(BSSServer)


link

ID: 360000830049

Created at: 2018-05-04T12:12:18Z

This manual will explain step-by-step on how Screening Deployed should be installed and configured in the BSS Server side.

Viewpoint Upgrade


link

ID: 360000830029

Created at: 2018-05-04T12:10:16Z

This manual will explain step-by-step on how Viewpoint gets upgraded.

SQL Redgate Backups


link

ID: 360000829989

Created at: 2018-05-04T12:07:37Z

This manual will explain step-by-step on how create SQL Redgate Backups, deploy the agent and add it to our Monitoring Tool (EasyTasks).

Viewpoint CSP


link

ID: 360000765965

Created at: 2018-04-23T15:16:42Z

Implementation date: 23/04/2018

Please see the attached design document for the Viewpoint CSP which is setup in Amsterdam. This CSP can be configured to connect to any Viewpoint database around the group as required. To enable this this are specific tasks and firewall rules that need to be put in place.

Servers
AMSSRVCSP002 (LAN) - Viewpoint CSP Front Office Server
AMSSRVCSPW002 (DMZ) - Viewpoint CSP IIS Web Server

Key Contacts
Viewpoint CSP Infrastructure: Jon Le Page (jonathon.lepage@vistra.com)
Viewpoint CSP Configuration: Jemma Harrison (jemma.harrison@vistra.com
Imperva: Chris Morris (chris_morris@jordans.co.uk) / Jon Le Page (jonathon.lepage@vistra.com)
Sharefile: Ross Pringle (ross.pringle@vistra.com) / Jon Le Page (jonathon.lepage@vistra.com)

Upgrade Instructions
See attached document

GSY- Screening Deployed Client installation and ODBC Setup Guide


link

ID: 360000761169

Created at: 2018-04-19T14:35:00Z

Screening Deployed

Screening Deployed is mainly used in Compliance departments. The data is saved on XXXSRVSD### servers and the client is either located on Citrix servers or locally on the some of the machines.

 

Client SETUP

To setup a new pc you need to install the client and create a SQL ODBC

  1. Install MSI from \\jersrvfs001\sources$\ScreeningDeployed5.6_32 and select Client in the wizard
  2. Open DBDescribe.xe from c:\Program Files (x86)\Screening Deployed and ask the senior of the team for the right settings.

    -Database name: TMS5
    -User: sa (sql instance)
    -Pass: ask the senior member of the team
     

Roaming TS Profile Creating (Terminal Server)

  1. Before logging into citrix as the user UNC to \\jersrvfs001\tsprofiles$
  2. Create the user a tsprofile folder in the format username.WORK.V2
  3. Give the user full access to this in the secuirty options of the folder (Important step)
  4. Proceed to login as the user and create the below ODBC connection

ODBC SETUP

  1. Depending on the machine run:

    Citrix - (x86) C:\windows\system32\odbcad32

    Workstation - (x64) C:\windows\sysWOW64\odbcad32

  2. if connection missing create new user DSN
    DATA Source > Select SQL Server with the following connection strings:
    - Name: GSYTMS5
    - Description: GSY Screening Deployed
    - Server: JERSRVSD03\GSYSD
    - SQL username: gsysdws
    - Password: password manager
  3. change default database to TMS5
  4. enable use ANSI quoted identifiers and ANS nulls, paddings, and warnings
  5. test the connection in the end.

 

Create secure connection (if the application is not working)

 1. Open C:\program files (x86)\screening deployed -> DBDescribe.exe

 2. Fill in all of the settings as below:

DSN: GSYTMS5 (Or the relevant data source name for the jurisdictions SD)
DST: SQL Server
Schema: dbo
Owner ID: sa
Owner Password : SA Password for the Screening Deployed SQL DB

 

testing software

  1. Open Investigator application:
    ("C:\Program Files (x86)\Screening Deployed\investigator.exe) – 64bit PC
    ("C:\Program Files\Screening Deployed\investigator.exe) – 32 bit PC
  2. login details:
    Username: W001
    pw: test1ng

Bomgar PAM - Jumpoint Deployment


link

ID: 360000718665

Created at: 2018-04-13T08:52:09Z

Login to https://nlpam.vistra.com/login


Go to ‘Jump’ > ‘Jumpoint’ & click ‘Re-Deploy’ on the one you need:111.jpg

 

Then click ‘Download’ and save it to the server it is to deployed on.

Run the installer on the server, agree to the license, next, next, when you get to the ‘Proxy’ options, choose ‘Jump Zone Proxy Server’ then fill in the name of the server you’re installing on:

222.jpg

Finish the install, go back to nlpam.vistra.com and refresh the Jumpoint page to make sure the Jumpoint is now installed:

333.jpg

 

Worksite Local Copy


link

ID: 360000718109

Created at: 2018-04-11T15:50:58Z

We have had an issue with a couple of users where the button to add a copy of a worksite document was switched to insert a link.

In order to change this back to insert copy, a registry key needs to be created.

 

32-bit:

HKEY_LOCAL_MACHINE\Software\Interwoven\WorkSite\8.0\Common\General\

64-bit:

HKEY_LOCAL_MACHINE\Software\Wow6432Node\Interwoven\WorkSite\8.0\Common\General\

Create a DWORD value:

Name: Default InsertAs Option

Value: 1

If the "8.0" key is not there, you have to create it from there.

 

If you have any questions, kindly contact me.

 

Quarterly Task T24 - Check for ArcServe UDP & Backup Manager updates


link

ID: 360000694845

Created at: 2018-04-09T14:30:05Z

Step 1: The following servers needs to be updated, you can access them via below links:

AMS = https://amssrvstore001:8015

ZRH = https://zrhsrvstore01:8015

CYP = https://cypsrvstore001:8015

BVI = https://bvisrvstore001:8015

CUR = https://cursrvstore001:8015

 

Step 2: Login the portal with SVC backup accounts. These are stored in PW manager

Step 3: Click on Help -> Check for updates

 

Step 4: If an update is found, please follow steps as provided in the setup (as this change each time). Please make sure you’re logged-in to the back-up server itself.

Quarterly Task T26 Create / Update ISO Templates


link

ID: 360000685369

Created at: 2018-04-06T12:44:37Z

Attached the procedure to keep ISO's up to date for new installations.

 

Miguel

LUX - Datagest


link

ID: 360000604005

Created at: 2018-03-27T11:44:57Z

for the application e-Fiscalease

 

Richard Superson
Senior Manager

1, rue Jean Piret
BP 351 L-2013 Luxembourg

Tel: 45 123-824
email: richard.superson@datagest.lu

VPM Rebuild Queue Restart (End User Guide)


link

ID: 360000570045

Created at: 2018-03-20T15:38:25Z

VPM - Restart Processing Server Service (IT Admin Guide)


link

ID: 360000574869

Created at: 2018-03-20T15:03:18Z

AMS - Monthly Task - M24


link

ID: 360000527345

Created at: 2018-03-14T14:19:13Z

Update Default Product detections version for McAfee encryption on the EPO

Go to https://kc.mcafee.com/corporate/index?page=content&id=KB81900

Download the HWDefaultProductDetectionsVXX.zip file and extract and store it somewhere convenient.

Log into McAfee ePO (https://amssrvepo001:8443) 

Go to Menu -> Configuration -> Server Settings (You will need admin access for this)

Go to Drive Encryption -> Manage Hardware Compatibility Settings



In the left bottom corner select actions -> Import hardware compatibility settings and select the file you saved previously.

After importing it, you can do a check to see if the version number corresponds with the version number of the zip file.

EOW/EOM/EOY - Backup Schemes CYP/ZRH/CUR


link

ID: 360000410789

Created at: 2018-03-07T22:38:37Z

This article is written to serve as a simple guide with regards to the backup tapes for the following offices:

All three office situations will be briefly explained and examples given.

Currently for these offices there are three types of backups schemes existing:

EOW

This is a backup that runs every Friday, with the exception of the last Friday of the month.

EOW tapes are kept for a month, after which they may be reused.

 

EOM

This is a backup that runs every last Friday of the month, with the exception of December.

EOM tapes are kept for a year, after which they may be reused.

 

EOY

This is a backup that runs at the beginning of the year.

EOY tapes are kept for at least 7 years.

 

All three backup schemes are equally as important and require(s) your full attention when handling such.

 

CYP

Contact person(s):

Lilia Akrivopoulou

Front Desk

Lilia.Akrivopoulou@vistra.com

Tel: +357 25 817 411

 

Koulla Pieri

Front Desk

Koula.Pieri@vistra.com

Tel: +357 25 817 411

 

Extra information:

- Pickup every Wednesday by G4S, it is required that backup tapes are securely stored at a different location than the office

- CYP has a daily backup scheme from MON-FRI, similar to the AMS office

- Tape requires to be inserted before 5PM on Friday!

 

Labeling:

EOW > TAPE X_WW_YYYY

e.g.: Friday the 2nd of February 2018, week 05

The labeling for that date would be TAPE 1_05_2018, the following tape would be TAPE 2_05_2018.

 

EOM > TAPE X_MMM_YYYY

e.g.: Friday the 23rd of February 2018, week 08

The labeling for that date would be TAPE 1_FEB_2018, the following tape would be TAPE 2_FEB_2018.

 

EOY > TAPE X_EOY_YYYY

e.g.: at the beginning of the year, TAPE 1_EOY_2018

 

Email:

Subject: “EOW - WEEK XX - YYYY - CYP” OR “EOM - MMM - YYYY - CYP”

To: Lilia.Akrivopoulou@vistra.com; Koula.Pieri@vistra.com

Cc: Rianne.Gardien@vistra.com; Mark.Lammers@vistra.com; Jonathan.deVries@vistra.com

Body Friday:

Dear Both,

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: TAPE 1_05_2018 (OR TAPE 1_FEB_2018)

 

Awaiting your response

  

Body Next Tape: (reply to last received communication)

Dear Both, 

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: TAPE 2_05_2018 (OR TAPE 2_FEB_2018)

 

Awaiting your response

 

Body Backup Finished: (reply to last received communication)

Dear Both, 

Hereby informing you that the EOW (OR EOM) backup has finished successfully.

Hoping to have informed you sufficiently. 

 

ZRH 

Contact person(s):

Mirjam Böhnke

Executive Assistant

Mirjam.Boehnke@vistra.com

Tel: +41 44 296 68 53

Mobile: +41 79 109 59 64

 

Glenda Bauser (contact only when Mirjam is AFK!)

Senior Receptionist

Glenda.Bauser@vistra.com

Tel: +41 44 296 68 68

 

Andrea Wick (contact only when Mirjam is AFK!)

Receptionist

Andrea.Wick@vistra.com

Tel: +41 44 296 68 68

 

Extra information:

- Different labeling compared to CYP and CUR

- Slow tape loader, takes longer for backup to finish

- Tape requires to be inserted before 5PM on Friday!

 

Labeling:

EOW > WEEK X tape X

e.g.: Friday the 9nth of February 2018, week 06, however, week 2 of February

The labeling for that date would be WEEK 2 tape 1, the following tape would be WEEK 2 tape 2.

 

EOM > EOM_MMM_TAPE X

e.g.: Friday the 23rd of February 2018, week 08

The labeling for that date would be EOM_FEB_TAPE 1, the following tape would be EOM_FEB_TAPE 2.

 

EOY > TAPE X_EOY_YYYY

e.g.: at the beginning of the year, TAPE 1_EOY_2018

 

Email:

Subject: “EOW - WEEK XX - YYYY - ZRH” OR “EOM - MMM - YYYY - ZRH”

To: Mirjam.Boehnke@vistra.com

Cc: Glenda.Bauser@vistra.com; Andrea.Wick@vistra.com; Rianne.Gardien@vistra.com; Mark.Lammers@vistra.com; Jonathan.deVries@vistra.com

Body Friday:

Dear Mirjam,

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: WEEK 2 tape 1 (OR EOM_FEB_TAPE 1)

 

Awaiting your response

 

Body Next Tape: (reply to last received communication)

Dear Mirjam,

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: WEEK 2 tape 2 (OR EOM_FEB_TAPE 2)

 

Awaiting your response

 

Body Backup Finished: (reply to last received communication)

Dear Mirjam,

Hereby informing you that the EOW (OR EOM) backup has finished successfully. 

Hoping to have informed you sufficiently.

 

CUR 

Contact person(s):

Jacqueline Hassell

Secretary

Jacqueline.Hassell@vistra.com 

Tel: +5999 433 3508

 

Extra information:

- Has always two tapes in loader

- Most cases only single tape required

- Tape requires to be inserted before 5PM on Friday!

 

Labeling:

EOW > TAPE X_WW_YYYY

e.g.: Friday the 2nd of February 2018, week 05

The labeling for that date would be TAPE 1_05_2018, the following tape would be TAPE 2_05_2018.

 

EOM > TAPE X_MMM_YYYY

e.g.: Friday the 23rd of February 2018, week 08

The labeling for that date would be TAPE 1_FEB_2018, the following tape would be TAPE 2_FEB_2018.

 

EOY > TAPE X_EOY_YYYY

e.g.: at the beginning of the year, TAPE 1_EOY_2018

 

Email: 

Subject: “EOW - WEEK XX - YYYY - CUR” OR “EOM - MMM - YYYY - CUR”

To: Jacqueline.Hassell@vistra.com 

Cc: Lubi.Overmeer@vistra.com; Rianne.Gardien@vistra.com; Mark.Lammers@vistra.com; Jonathan.deVries@vistra.com

Body Friday:

Dear Jacqueline,

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: TAPE 1_05_2018 (OR TAPE 1_FEB_2018)

 

Awaiting your response

  

Body Next Tape: (reply to last received communication)

Dear Jacqueline, 

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: TAPE 2_05_2018 (OR TAPE 2_FEB_2018)

 

Awaiting your response

 

Body Backup Finished: (reply to last received communication)

Dear Jacqueline, 

Hereby informing you that the EOW (OR EOM) backup has finished successfully.

Hoping to have informed you sufficiently. 

 

When to change tapes?

We all receive notifications coming from svcbackup@vistra.com for each office where backups are running. By checking these notifications you will know if a change of tapes is required.

Subject: OFFICE - Alert Notificaton (e.g.: Zurich - Alert Notification)

Sender: svcbackup@vistra.com 

Body change of tape example:

ZRHSRVSTORE01: [JobID:9 Weekly - Full backup D2D] Please mount a new media to continue the backup.

Body tape backup finished: (Incomplete = Complete)

ZRHSRVSTORE01: [JobID:9 Weekly - Full backup D2D] Backup Operation Incomplete.Number of Error(s)/Warning(s): 0/1

 

Cleaning/Formatting Tapes

It is sometimes required for tapes to be cleaned so to be used for future backups, please check with Jonathan on how to proceed.

 

Follow up communication

Please make sure to receive response accordingly, hunt them down if no response is received.

 

Previous Publications 

If you require any further information overall, please review the below articles written by Lloyd Philippus:

https://itsupport.vistra.com/hc/en-gb/articles/115006000809-Curacao-Tape-backup

https://itsupport.vistra.com/hc/en-gb/articles/115004389065-Cyprus-Tape-back-up

 

 

 

Group - Worksite bad PDF view


link

ID: 360000313585

Created at: 2018-02-21T12:37:27Z

 

If some PDF files does not look good in the preview pane in worksite, then please change this regkey

[HKEY_LOCAL_MACHINE\Software\Wow6432Node\Interwoven\worksite\KeyView\VAPI]

change the parameter: "200"="pic 0 kvpicve.dll" to "200"="doc 0 kvaxcc.dll"

 

 

Bluejeans Support Contact


link

ID: 360000310809

Created at: 2018-02-19T16:31:12Z

support@bluejeans.com

 

Zurich - Abacus software


link

ID: 360000930697

Created at: 2019-02-12T08:31:37Z

This KB is to explain some more information about the Abacus application that is used in Zurich office.

 

The software is running on ZRHSRVAPP01

-The D:\ drive is used for installation of Abacus

-Services can be checked via D:\Abacus\abac\df_win64\servicemanager.exe

-Both the server and workstation needs to have Java installed (version to be confirmed by Abacus supplier)

-Updates will be done by Stefan Schwizer from Abacus support, he only needs access to above server

-Attached document shows the minimal resources that are needed to run this appliaction

 

Contact details

Name: Stefan Schwizer

Email: info@schwizer.ch

Tel: 071 388 87 86

 

 

How to Create EPE Database


link

ID: 360000919657

Created at: 2019-02-11T03:31:53Z

Restore a user mailbox on o365


link

ID: 360000892457

Created at: 2019-02-06T09:53:32Z

 

When you delete a mailbox, Exchange Online retains the mailbox and all its contents until the deleted mailbox retention period expires, which is 30 days. After 30 days, the mailbox is permanently deleted and can't be recovered. The method for restoring a mailbox depends on whether the mailbox was deleted by deleting the Office 365 user account or removing the Exchange Online license.

Requirements

 

PowerShell

PS C:\> Set-ExecutionPolicy -ExecutionPolicy RemoteSigned

Restoring a user in a hybrid scenario

For user mailboxes in a hybrid scenario, if the mailbox has been soft-deleted and the Azure active directory user that was associated with the mailbox has been hard-deleted from Azure Active Directory, you can use New-MailboxRestoreRequest to recover the mailbox. 

 

Install module

  1. Check if module is installed

PowerShell

PS C:\> Get-Module -ListAvailable -Name ExchangeOnlineShell

 

 

 

  1. If not, then run and accept it

PowerShell

PS C:\> Install-Module -Name ExchangeOnlineShell

 

 

  1. Close PowerShell, open again and run

PowerShell

PS C:\> Get-Module -ListAvailable -Name ExchangeOnlineShell

 

  1. You should get the following output
  2. Import the module

PowerShell

PS C:\> Import-module ExchangeOnlineShell

 


 

Connect to o365 Shell

 

PowerShell

PS C:\> Connect-ExchangeOnlineShell

 

  1. Login

 

 

Get disconnected mailbox GUID

 

For the soft-deleted mailbox that you want to restore, note its GUID value. Run

PowerShell

PS C:\> Get-Mailbox -SoftDeletedMailbox | Select-Object Name,ExchangeGuid

 

            This value will be knows as <SoftDeletedMailboxGUID>

 

After creating a new on-prem user, note its Username or Alias, wait for sync then run

PowerShell

PS C:\> Get-Mailbox -Identity <NameOrAliasOfNewTargetMailbox> | Format-List ExchangeGuid

           

This value will be known as <NewTargetMailboxGUID>

 

Next, you will use both <SoftDeletedMailboxGUID> and <NewTargetMailboxGUID> and sync the old mailbox with the new.

PowerShell

PS C:\> New-MailboxRestoreRequest -SourceMailbox <SoftDeletedMailboxGUID> -TargetMailbox <NewTargetMailboxGUID>

 

Progress

 

The job is now running. To check overall status:

PowerShell

PS C:\> Get-MailboxRestoreRequest | where {$_.Status -eq "InProgress"}

 

To check progress:

PowerShell

PS C:\> Get-MailboxRestoreRequest | where {$_.Status -eq "InProgress"} |  foreach { GetMailboxRestoreRequestStatistics -id $_.RequestGuid }

 

If status is failed

 

If a job fails please run again the New-MailboxRestoreRequest as stated before.

 

VPM 18 User Guides


link

ID: 360000855218

Created at: 2019-01-30T14:58:07Z

Please see attached user guides for guidance on installing VPM18 on a Citrix Server, VPM certificate issue resolution, VPM 18 Certificate requirements and Adding/Removing Users to VPM 18

Office365 Auto-discover


link

ID: 360000853518

Created at: 2019-01-30T13:13:31Z

In order to enable Autodiscover so you can set up Office365 for external accounts, start Powershell as admin(important: perform this under the user's account!)

run the following line:

$version = "16.0"

 

then, run the following lines at once:

REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v vistra.com /t REG_SZ /D "C:\autodiscover\autodiscover.xml" /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v ExcludeHttpRedirect /t REG_DWORD /D 00000000 /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v ExcludeHttpsAutodiscoverDomain /t REG_DWORD /D 00000001 /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v ExcludeHttpsRootDomain /t REG_DWORD /D 00000001 /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v ExcludeScpLookup /t REG_DWORD /D 00000001 /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v ExcludeSrvRecord /t REG_DWORD /D 00000001 /F
REG ADD "HKEY_CURRENT_USER\Software\Microsoft\Office\$version\Outlook\AutoDiscover" /v PreferLocalXML /t REG_DWORD /D 00000001 /F

 

Now, you should be able to connect to external O365 accounts(for example: any address of a client that needs to be accessed by a Vistra Employee).

Install Windows 10 Pro


link

ID: 360000851738

Created at: 2019-01-30T11:02:12Z

Configure Mitel Console


link

ID: 360000851678

Created at: 2019-01-30T10:59:28Z

Mitel forwarding to IT Helpdesk


link

ID: 360000851658

Created at: 2019-01-30T10:59:01Z

Deutsche bank fix to allow access


link

ID: 360000850277

Created at: 2019-01-30T10:55:08Z

Barclays online banking fix


link

ID: 360000851518

Created at: 2019-01-30T10:54:15Z

Upgrade Office 2010 to 2016


link

ID: 360000850197

Created at: 2019-01-30T10:53:17Z

R&C PDFDocs settings


link

ID: 360000851458

Created at: 2019-01-30T10:52:41Z

Advanced Outlook Search


link

ID: 360000851438

Created at: 2019-01-30T10:51:26Z

Data Request - Authorisation Form


link

ID: 360000850017

Created at: 2019-01-30T10:48:58Z

This is used for when a user in GSY needs access to additional data (eg. shared mailboxes, access to client folders).

How to recover a file in Vistra Sharefile


link

ID: 360000834197

Created at: 2019-01-28T11:13:41Z

1) Log into Vistra Sharefile: https://chevault.sharefile.com

2) Click to expand "Settings" then Click "Admin Settings":

3) Click "StorageZones"

4) Click the internal Vistra storage zone "CHEVAULT01":

5) Click "Recover Files":


6) Specify the date you would like to go back to:

7) Tick the box on the whole folder if you want to recover the full folder and Click "Recover":


8) If its just a single file you want to recover then browse into the folder and tick the box next to the file you want to recover and Click "Recover":








Vistra Sharefile - Importing New Users & Granting Folder Access (GKAM)


link

ID: 360000826437

Created at: 2019-01-25T12:35:00Z

Process Detail:

There is an initiative being streamlined for the process of on boarding a global client from a compliance perspective. It is an initiative lead by Global Key Account Management, a way that Vistra services a ring-fenced group of priority global clients - ensuring they are supported by the highest level of service through all aspects of their relationship with Vistra. As part of the Global Key Account Management Program, we’ve developed a “Vistra Passport” – a one-time on boarding process for all our Global Key Accounts. With the Vistra Passport, our Global Key Account clients can do business with Vistra anywhere in the world without necessarily have to repeat the same document collection process each time they enter a new jurisdiction.

This initiative is intended to improve the client experience for major clients that are serviced by multiple offices across the Group.  IT Support has a key part to play in this and we want to ensure that everyone is fully engaged with the initiative and know what to expect.

To support this initiative, all KYC information will be stored in one central place (Sharefile) with an official due diligence memo on the client on the level of due diligence already completed. The client folders will be shared with compliance team members from different department/division on an as-needed basis. The sharing access will be controlled by Group Compliance (Isabella McLoughlin) but IT Support will provide the access to the specific folder in the first instance.

  1. Global Key Account Manager (GKAM) will raise a case with itsupport@vistra.com like shown below, but going forward they will attach to the ticket a completed  "Vistra Sharefile New User Form" if they require a new user to be setup otherwise just a "GKAM Sharefile Approval Form" to state which folder access is required to be granted.

2a) Skip to step 24 if user already exists in Sharefile and just folder permissions access is required.
2b) Download the spreadsheet Vistra Sharefile New User Form attached on the ticket.

3) Browse to: https://chevault.sharefile.com

4) Login to Vistra Sharefile:

5) Click on "People":

6) Click on "Browse Employees":

7) Click on "Create Employee":

8) Click on "Need to import multiple users with Excel?":

9) Click on "Choose File":

10) Browse to the Vistra Sharefile New User Form in your downloads that you downloaded from the ticket, Double click on the file: 

11)  You will see the file has been uploaded, Click on "Import Users":

12) The User information will then auto insert in the mandatory fields:

13) Scroll down to Step 2 and Click on "Expand All":

**IMPORTANT STEP**

14) You are now adjusting the users general access, ensure that you amend the user access (as shown below) so they only have the below 2 options enabled:

15) Change the Storage Zone from "Public Cloud" to "Private Cloud" (as shown below):

**Folder Permissions**
16) Download the "GKAM Sharefile Approval Form" attached on the service request ticket to find out which folder they would like the user to have access to within the "Global Key Account Management - Vistra Passport" folder. For example: 

 17) Click "Assign Folders":

18) Expand "Shared Folders":

19) Locate the folder stated within the Access Form, tick the folder and Click "Next: Set Permissions":

20) Click "Create & Continue":

21) Click on "Continue Anyway":

22) Copy the below Notify message into the message box and Click on "Notify":

Dear User,

You have now been setup in Vistra Sharefile.

Please activate your account by clicking the below.

Password: IF YOU SPECIFY A PASSWORD IN STEP 12

Kind Regards,
IT Support

23) The user will then receive the below email asking them to activate their account:

24) Browse to the folder upon logging in via "Shared Folders":

 25) Once your on the folder tick the folder you want to adjust the permissions on, Click "More" then Click "Add People to Folder":

26) Search for the users name in the address book and Click "Add":

27) The user will then receive an email similar to the below example:

28) Reply back on the service request informing the user that all has been done:

 

 

**EXTRA**

If Group Compliance or whoever that submits the service request wants to know if the user has activated there account yet simply browse to the below area and you will see from there if the user has logged in yet:

 

 

 

 

 

Client Folder Creation


link

ID: 360000803018

Created at: 2019-01-23T10:14:54Z

This procedure is to add a client folder to \\gsysrvfs001\data\clients

Vistra Email Flow Diagram


link

ID: 360000792317

Created at: 2019-01-21T13:27:32Z


See below diagram for the current email routing for Vistra. Please find attached a PDF version and the Visio diagram that can be updated when required.


Create on-Prem account for O365 Shared Mailbox


link

ID: 360000772818

Created at: 2019-01-16T15:11:05Z

 

This document will assist you in the event that a Shared Mailbox is created in cloud (Office365) and needs an on-prem presence to perform tasks such as adding to an AD distribution Group

 

The process for resolving this is as follows:

 

·         On Exchange 2016 (cumulative update 10 or later versions) run the following command in Powershell:

o   New-Remotemailbox “MailboxName” -Remoteroutingaddress “Mailbox@vistra.com” -Shared

 

·         Ensure that the name, alias and UPN is the same as the cloud mailbox

·         Sync account to O365

 

 

Example:

 

Below is the process with examples, for this the mailbox in the cloud is called “Test Documentation”

 

To get the information of the Shared Account the following command can be run from O365 Exchange Powershell:

 

Get-Mailbox -identity "Test-Documentation" | select -property displayName, Alias, UserPrincipalName | fl

 

This will give an output as below:

 

 

 

Alternatively it can be seen from the O365 Exchange GUI:

 

 

On the Exchange Server open Powershell and run:

 

New-Remotemailbox "test-documentation" -Userprincipalname "test-documentation@vistra.com" -PrimarySMTP "test-documentation@vistra.com" -alias "Test-documentation" -Shared

 

Substitute the values for the ones you got from the shared mailbox.

 

To confirm the details run the following command on Exchange:

 

Get-RemoteMailbox -identity "Test-Documentation" | select -property displayName, Alias, UserPrincipalName | fl

 

Synchronise the Account with O365 – This may involve moving the account to an OU that syncs and then waiting for it to happen

 

If you then add this to Distribution Groups it can take up to an hour from it synchronising to O365 to it appearing in the Distribution Group

 

Powershell Script to Automate process

 

Attached is a powershell script and a csv to use if you wish to perform this for multiple mailboxes.  For this to run the CSV must be saved in "C:\Powershell\"

 

The column names are as follows:

name: Display Name

upn: User Principal Name

email: The email address

alias: Mail Alias

 

 

 

O365 / Azure Guest User Invite Fails at Verification


link

ID: 360000772797

Created at: 2019-01-16T09:17:03Z

If when you have setup an external person as a Guest User on our O365 / Azure so that they can collaborate with staff in apps such as MS Teams and they are getting the following error when they try to verify their invite, see the below information from Microsoft (From MS Support ticket 119010324000672 regarding the radiusww.com domain)



Hello Jon,

Thank you so much for confirming with Joe. I am happy to hear that the affected users now have their needed access. 

Regarding the radiusww.com tenant question - There are a few different things that could have caused this issue and I would have tried a few troubleshooting steps with the admin in order to determine what it could have been. Since then, someone with the needed access to the tenant has made some changes which has rectified the issue, but because this was done without any involvement on our side, I can't definitively determine what the fix was. What I can tell you is one of the more common reasons I have seen, which causes the exact issue the users experienced, has to do with the partner authentication piece. 

I am referring to the following support document and specifically to the section below. https://docs.microsoft.com/en-us/azure/active-directory/b2b/what-is-b2b#collaborate-with-any-partner-using-their-identities

Collaborate with any partner using their identities

With Azure AD B2B, the partner uses their own identity management solution, so there is no external administrative overhead for your organization.

Eric Larson
Support Engineer                                           v-erlars@microsoft.com
Cloud Identity POD Support
Customer Services and Support





O365 - Hybrid Free / Busy Information Troubleshooting


link

ID: 360000767838

Created at: 2019-01-15T15:01:21Z


As part of the O365 Hybrid setup, on-premise mailboxes are now able to see online mailboxes Free / Busy calendar information and vice-versa.

If this is not working then please check the following (When testing it is best to use Webmail as that will take the changes immediately. The Outlook client can wait for the OAB to update which occurs once a day):

On-Premise Mailbox User cant see Free Busy Information for O365 Mailbox
- Open the Mail User object in on-premise exchange for the O365 Mailbox
- Confirm that the External Email Address isn't currently set to x.x@ofiz.mail.onmicrosoft.com
- Add x.x@ofiz.mail.onmicrosoft.com as an additional Secondary SMTP address on the Mail User (If this isn't there already)
- Perform an O365 AD Sync
- Check that the Online Mailbox has picked up the x.x@ofiz.mail.onmicrosoft.com address as a secondary SMTP
- On the on-premise exchange Mail User object for the Online Mailbox click on the x.x@ofiz.mail.onmicrosoft.com address and click 'Set as External' as below (The Reply address should remain as x.x@vistra.com:

- Perform an O365 AD Sync
- Free / Busy Calendar information should now be visible for On-Premise Mailbox users to see
- When this change is made to change the 'External Email Address', please note that email from on-premise exchange will now use the Hybrid Send Connector which sends to O365 via Hong Kong Exchange:



Online Mailbox (O365) User cant see Free Busy Information for On-Premise Mailbox
- Check that the on-premise email server has been rebooted since 24/11/18 (Hybrid Configuration Date), if not run an IISReset on the server (Out of Hours).
- Open the Mailbox object in on-premise exchange
- Add x.x@ofiz.mail.onmicrosoft.com as an additional Secondary SMTP address on the mailbox (If this isn't there already)
- Perform an O365 AD Sync
- Free / Busy Calendar information should now be visible for Online Mailbox (O365) users to see






How to Run an O365 MFA Enrolment Report


link

ID: 360000761897

Created at: 2019-01-11T14:57:30Z

See attached document

BVI - HP Cluster


link

ID: 360000748377

Created at: 2019-01-08T14:53:27Z

 

How to add a cluster volume

  1. Connect to BVISRVOVH001 or BVISRVOVH002 and browse to
    ControllerA: 10.23.1.10 (user/pw in pw manager)
    ControllerB: 10.23.1.20 (user/pw in pw manager)

  2. Go to volumes -> action -> create virtual volumes

 

3. Specify volume name and set the sizes, click ok



4. Go to mapping -> action -> map

5. Select All Initiators and mark the volume you created and click map. Make sure you select all ports and click OK.



6. Go back to the OVH and open MPIO -> Discover Multi-paths -> and click add

7. A reboot is required, there is no need to reboot, click no.

8. The disk is now added in disk management

9. Configure the disk as cluster shared volume. Right click on the volume -> online -> initialize disk -> click OK -> New simple volume -> Next -> Next  -> Do not assign a drive letter or drive path -> Give the preferred name

10. Add disk as cluster shared volume. Open Failover cluster manager -> Add disk -> (You will see the disk) -> Ok -> Rename the disk -> Right click - add to cluster shared volume -> Rename the volume on C:\ClusterStorage.

 

How to Update a Username in Worksite


link

ID: 360000748257

Created at: 2019-01-08T14:46:42Z

Please see attached document

Non-integrated office - create new user


link

ID: 360000699198

Created at: 2018-12-18T14:29:03Z

Please use this guide for new starters that will join a non-integrated office.

For example they have their own IT dep to provide windows account on their local hardware.
In this case they will only need an O365 account to be able to email as Vistra.

 

1. Arrange the appropriate starter forms and put it to a shared location (from example on the ITsupport share, starters/leavers)

 

2. Create user in AD (make sure you use the correct naming conversion)

3. Fill in all user details (compare with other similar users and functions) + add email address etc

4. Add the security groups needed, for example:

Email - All Staff Vistra DXB MGW - O365

5. Wait for O365 to synchronize the account 

6. Create mail user in Exchange 2010 (select existing user)

7. Create the mailbox on O365 portal for this new starter + assign licenses

8. Setup Outlook etc on the users PC

9. Reset password and provide to HR person that requested the new starter

10. Refer to attached (ChangePassword - O365.pdf) document and sent to HR person, so they can reset their Vistra password

 

O365 - How to create Distribution Groups


link

ID: 360000704057

Created at: 2018-12-18T09:17:17Z

  1. Create a distribution group in AD (use a logical OU, eg OU Dubai -> OU Distribution Groups)

    Use logical naming convention (check other groups)

  2. After creation fill in all details. Add members etc. Click Apply
  3. Wait for the sync with AD and O365, the group will be auto created in there

O365 How to Enroll an MFA Method


link

ID: 360000675717

Created at: 2018-12-12T12:20:20Z

Launch URL https://aka.ms/MFASetup

Login using your work email:

Enter your Work Password:



Click on Next:



Choose an Primary Authentication Method (Authentication Phone / Office Phone / Mobile App) fill out the relevant information and Click Next:

Verify your Primary MFA Method (Screen will vary dependant on which option chosen):



You will then be notified that Verification has been successful (Screen will vary dependant on which option chosen), click 'Finished':



You will be taken to a page where you can add additional MFA methods if desired:




O365 Windows 10 Password Reset from Login Screen


link

ID: 360000666958

Created at: 2018-12-12T11:45:30Z

To Enable the O365 Windows 10 Password Reset from Login screen the following Pre-requisites need to be met:

- The Users PC needs to be Windows 10 version 1803 or higher
- The User needs to have an Azure Active Directory Premium P1 license assigned (Automatic if they have an O365 Exchange Online Mailbox via dynamic license group)
- The User needs to have enrolled an MFA method (https://aka.ms/MFASetup)
- The User needs to be added to the following Azure AD group: Security – AD Azure - Global - Self Service Password Reset - In Cloud - Members
- The PC needs to have the following Group Policy Applied to it:

When the above conditions are met, the staff member will then get the option to 'Reset Password' from the login screen:

Select the Reset password link to open up the Self Service Password Reset experience at the sign-in screen

Confirm your email address and select Next.
Select and confirm a contact method for verification



On the Create a new password page, enter a new password, confirm your password, and then select Next.



When you see the message Your password has been reset, select Finish.







O365 - How to Migrate a Mailbox from On-Premise to Exchange Online


link

ID: 360000646477

Created at: 2018-12-05T16:18:49Z

See attached document

Nimble - remove alerts


link

ID: 360000645517

Created at: 2018-12-05T13:08:30Z

Sometimes the Nimble array can gives errors even if they were acknowledged. 

To clean up, please perform below steps:

1. Open Putty, connect via SSH to the Nimble

2. Login with your (admin) username / PW

3. Retrieve the alarm ID by running the following command:
# alarm --list

4. Delete the alarm:
# alarm --delete <alarm_id>

 

5. To double check, you can run again # alarm --list command to see if the alarm is still shown

Access rights for Malta Shared Calendars


link

ID: 360000628297

Created at: 2018-11-30T08:20:25Z

Follow this procedure to check the access to the Malta SharedCalendar.

 

- Open the Exchange Management Console. Unfold On-Premise and select Toolbox.

- Double-click Public Folder Management Console.

- Unfold Default Public Folders and select Vistra Malta. Then double-click Shared Calendar.

- Go to the Permissions Tab. Here you see the list of groups that are needed in order to gain access to the calendar.

- After this, contact the user and assist in adding the SharedCalendar to their Outlook manually.

 

Microsoft Office 365 Activation Issues


link

ID: 360000580398

Created at: 2018-11-14T19:09:41Z

See below issue found and fixed where the password prompt box launches but doesn't appear.

Article:

https://answers.microsoft.com/en-us/msoffice/forum/msoffice_install-mso_win10-mso_o365b/office-365-desktop-password-window-is-not/200156d0-f854-4cf2-a875-d1e768ae7e2d

- Download the below regkey
- Close all office programs
- Double click on the reg key so it inserts on the users profile
- Re launch Office and you will no longer get the above hung password prompt box

Reg Key Download:

https://chevault.sharefile.com/d-s8ff57a105dc4915a

 

Reg key details if you want to manually add the key to the registry:

[HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity]
"DisableADALatopWAMOverride"=dword:00000001

Deploying Microsoft Office 365 Guide


link

ID: 360000546317

Created at: 2018-10-31T14:27:00Z

Summary

This guide provides information on the Standard Vistra O365 deployment.  

This comprises of three key areas:

  1. Installation Package
  2. Configuration.xml
  3. Deployment Script

This guide does not include information of third party apps such as worksite deployment and Outlook add-ins which you may need to build in to your deployments.

Installation Package

Note: Please refer to the READ ME file for the current build and version info

Overview of Configuration.xml

The below xml specifies the source location of the installation files, this UNC path needs to be updated per site\region.  It also dictates which applications are installed as part of the installation.

Note: The below Vistra standard XML file includes Visio & MS Project

<Configuration>
<Add OfficeClientEdition="64" Channel="Monthly" SourcePath="\\EnterServerName\EnterShareName$\O365ProPlus">
<Product ID="O365ProPlusRetail">
<Language ID="en-us"/>
<ExcludeApp ID="Access" />
</Product>
<Product ID="VisioProRetail">
<Language ID="en-us"/>
</Product>
<Product ID="ProjectProRetail">
<Language ID="en-us"/>
</Product>
</Add>
<Display Level="Full" AcceptEULA="TRUE"/>
<Property Name="PinIconsToTaskbar" Value="TRUE" />
<Property Name="AUTOACTIVATE" Value="1" />
<Property Name="FORCEAPPSHUTDOWN" Value="FALSE" />
<Property Name="SharedComputerLicensing" Value="1" />
<Logging Level="Off" />
</Configuration>

This package installs the below applications:

Deployment Script

Use the below to deploy via a script  (note: text in bold needs to be updated according to your site):

******************************

:Install Office 2016******

If exist "C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE" GOTO ENDOFFICE2016
"\\EnterServerName\EnterShareName$\O365ProPlus\setup.exe" /configure "\\EnterServerName\EnterShareName$\O365ProPlus\Configuration.xml"

PING 10.4.10.110 -n 500

ECHO Installed>"\\EnterServerName\EnterShareName$\O365ProPlus\InstallLogs\%COMPUTERNAME%.log"

ENDOFFICE2016

******************************

Useful References:

 

Items to Consider for a Rebrand to @vistra.com for a Acquisition


link

ID: 360000524058

Created at: 2018-10-25T15:59:04Z

Please see below items that should be considered for a rebrand of an acquisition. All acquisitions vary so this is a general guide of items to consider.

Domains Com Laude

Get a list of all of the acquired companies domains.
Work with James Nunn (james.nunn@comlaude.com) from Com Laude to move these across to our control.

Purchase Licenses
Office E3
Azure AD Premium P1
Citrix (If Required)

Email Address Export and Mapping to @vistra.com
Export all email addressed from the acquired companies email environment

If exchange then you can use the following powershell:
Get-Recipient -Resultsize unlimited | Select Name, RecipientType, PrimarySmtpAddress, ExternalEmailAddress, @{L="EmailAddresses";E={$_.EmailAddresses | ? {$_.PrefixString -ceq "smtp"} | % {$_.SmtpAddress}}}, OrganizationalUnit | Export-csv c:\Exports\AllEmailAddress03-12-18.csv

Map all email addresses to @vistra.com addresses
- Staff firstname.lastname@vistra.com
- Generic name.jurisidiction@vistra.com

Mimecast - Route Acquired Domain Inbound via Mimecast
Create wildcard Delivery Route for acquired companies domain to route at their current Email environment
Add Domain as Internal on Mimecast (Requires TXT Record to be created)
Validate domains as internal and accept all addresses / no anti-spoofing policies
Create a Greylisting Policy Exclusion
Add all email addresses to a Mimecast Profile Group
Setup Content Examination Rule to hold all email coming in and apply to the Profile Group
Change MX records to (Both with priority of 10 to enable round robin):

eu-smtp-inbound-1.mimecast.com
eu-smtp-inbound-2.mimecast.com

Mimecast - Route Acquired Domain Outbound via Mimecast
Identify the EGRESS IP for the acquired companies mail service (Not required if they are on O365)
Email Mimecast Support (support@mimecast.com) to request for the EGRESS IP to be added as an authorised outbound IP address. You will need to confirm with them that this is a dedicated IP and that is it not shared with any other companies. If shared with another company then it needs to go onto Mimecast's Shared Services platform.

https://community.mimecast.com/docs/DOC-1622-connect-process-setting-up-your-outbound-email

Add the following entry into the existing SPF Record: include:eu._netblocks.mimecast.com

Mimecast - Journaling to Mimecast
Setup a new Journal Connector in Mimecast

Configure Mimecast Journaling: https://community.mimecast.com/docs/DOC-2067

Smart Hosts:
eu-smtp-journal-1.mimecast.com
eu-smtp-journal-2.mimecast.com

Determine Email Ingestion Method
Skykick (Perspicuity) - O365 Ingestion from another O365 Tenant
Simply Migrate (Jon / Miguel / Ambrus) - O365 Ingestion from PST's
Exchange Import - On-Premise Mailbox

Mimecast - Rebrand to @vistra.com
If the mailboxes will be in O365, create Mail Users on-premise for all of the new staff
Create an AD group for email routing and add all of the Mail Users created in the last step(i.e Email - All Staff Vistra DUB MGW - O365)
Setup Azure AD Sync if created a new OU (https://itsupport.vistra.com/hc/en-gb/articles/115005205385-Group-O365-Synced-OU-s-in-work-local-how-to-add-an-additional-OU)
Create Delivery Route for the AD Group above to route to the relevant Exchange environment

Pre-seed mailboxes
If an O365 tenant migration then AD connect needs to be disabled 72 hours prior to migration to release the domain. At this point the mailboxes will be in-cloud mailboxes.
If an O365 tenant migration then the O365 Groups need to be deleted prior to the migration to release the domain.
Enable Mimecast Delivery Route Pause (Scheduled)
Enable Mimecast Content Examination Hold
Initiate last sync of mailboxes
Add the acquired companies email addresses to the Mail Users
Run an Directory Sync on Mimecast to check that the acquired companies email address are alias mapping to the new @vistra.com addresses
If an O365 tenant migration then remove domains from old tenant
Change Delivery Route on Mimecast for the acquired companies domain to the new destination
Change Delivery Route on Mimecast for the AD Group with Mail Users in to the new destination
Send Test Emails in to each address from Gmail
Release test emails from Hold Queue
Recalculate Delivery Route for the test emails from the Delivery Queue
Un-Pause delivery Route
Check O365 / On-premise Mail Trace to see that the emails have delivered to the mailboxes
Pause Delivery Route
Release all remaining Emails from hold queue
Recalculate Delivery Route for emails from the Delivery Queue
Un-Pause delivery Route
Allow free flow by disabling the Content Examination Rule
Check email flow from / to O365 mailbox on the client side

Outlook Agent to switch Profile
Please refer to attached guides:

-Deploying the Outlook Assistant via Group Policy
This tool will only be used in case of a migration via Perspicuity. 

-Configuring the Outlook profile manually "ConfigreOutlook - O365"
This guide can be used in case some of the agents did not worked.


Exclaimer
The O365 will need to be setup via the our on-prem O365 Exclaimer tool. 
This need to be done via hkgsrvdc05 -> 172.16.220.20 (DMZ server)
Create a new policy, please make sure you do not create duplicates.

Once created, deploy the Exclaimer agents to the workstations.
Please use this link

O365 Mailbox MFA Method Enrolment

Advise the staff to enrol for MFA by carrying out these steps:
Launch URL https://aka.ms/MFASetup
Login using your work email and password
Complete the security verification form

Self Service Password Portal
See https://itsupport.vistra.com/hc/en-gb/articles/360000505678-O365-Self-Service-Password-Reset-Portal

 

Galsync Installation


link

ID: 360000532117

Created at: 2018-10-25T14:38:30Z

Galsync is a tool used to synchronise contacts between two Exchange environments, this is typically used for acquisitions to share the GAL.

This is currently installed on AMSSRVGL001 which is a dedicated virtual server in the Amsterdam Hub.

Galsync is run via the svcgalsync service account which has a mailbox on Amsterdam Exchange. The email address for this mailbox is galsync@vistra.com

The current exchange details for this installation are:



The license installed is attached, details below:


Do download an update, go to:
https://www.netsec.de/en/products/galsync/download.html

The svcgalsync account currently has delegated access to the following OU's:


See installation Manual attached

Mimecast - Outlook Toolbar Deployment


link

ID: 360000520037

Created at: 2018-10-22T14:03:09Z

Extract the attached Mimecast.zip file to your regions Sources Directory e.g \\jersrvfs001\sources$\

Open the MSO_Check.bat file and amend the path to the one you created above:



Browse to https://community.mimecast.com/community/knowledge-base/application-downloads/pages/mimecast-for-outlook and download the latest Mimecast for Outlook MSI's and save in the Mimecast Folder created earlier:



Open the MSO_Check.ps1 file and amend the paths to the one you created above and also the new file names for the MSI files:



Grant Domain Computers modify access to \\PATHABOVE\Mimecast\Logs to allow computers to write back a log file.

Create a GPO to run the batch file at startup:



Staff also need to be part of this group ‘Security - Global Mimecast MSO users’ either individually or as part of the office Security Group. Being part of this group  enables the application profile which allows the Mimecast Toolbar to connect.



 

 

O365 Self Service Password Reset Portal


link

ID: 360000505678

Created at: 2018-10-19T12:40:57Z

To Enable the O365 Self Service Password Reset Portal staff need to be added to the following Azure AD group:

Security - AD Azure - Global - Self Service Password Reset - In Cloud

The staff member should have already setup a MFA method but if they haven't they can do this via the following link: https://aka.ms/MFASetup.

After enrolling an MFA method they will then be able to follow these steps to reset their password:

Browse to (Self Service Password Reset): https://aka.ms/sspr

Enter your @vistra.com email address and the Catpcha code and click next:
Select one of their MFA methods that they setup earlier and verify:
Enter a new password and confirm this:
You should then get confirmation that your password has been reset:

You will also receive an email to confirm your password reset:

 











Meet-Me account set up guide


link

ID: 360000497238

Created at: 2018-10-17T10:53:28Z

Hi

 

Attached document describes the steps used to set up a Meet-Me Conference and the details of how to use it in Cisco Unified Communications Manager

 

Best Regards,

Deepak Bhoyro

 

ArcServe Backup fails with the following error: 10109 - ...


link

ID: 360000468478

Created at: 2018-10-10T12:32:29Z

We did the following:-

1. Check if the Vm is part of the Hyer Visor(s).
2. Update the Hyper Visor(s) and RPS with this account svczrhbackup
3. Add account to the following groups on the Hyper Visor:
3.1 Local admin
3.2 Backup Operators
4. Add account to the following Local Security Policies:
4.1 Act as an Operating System
4.2 Allow log on locally
4.3 Log on as a batch
4.4 Log on as a service
5. UAC disabled both on the RPS server and Hyper Visor(s).
6. Enable LUA from the registry, set it to '0' Then reboot the server. 

Then reboot the server. Once the reboot is done, the back-up runs normally again.

AMS O365 - Onprem to Cloud


link

ID: 360000451718

Created at: 2018-10-05T07:45:41Z

Steps to perform.

1. Export PST

2. Disable mailbox 

3. Set mailbox to mail user

4. Configure licenses in O365 for user

5. Import PST

6. Remove user from Security - Mimecast - Amsterdam Exchange NAT Routing

7. Add to Security - Mimecast - O365 Routing

 

How to Allocate / Re-Allocate a Citrix License


link

ID: 360001504029

Created at: 2018-09-27T11:32:36Z

See attached guide on how to allocate / re-allocate Citrix licenses.

If a Citrix License server has run out of licenses you can restart the Citrix License service which will give you 5 minutes to get staff logged in whilst it re-counts. You can repeat this process until you have all of the staff logged in. This will then allow you the time to generate the new license file and apply it to the server.

Q1 2018 - Quarterly Task T9 - Check AutoLoader and Tape Drives for new Firmware


link

ID: 360001513605

Created at: 2018-09-25T13:19:44Z

How to perform this task

 

1. Go to HP site for searching latest driver

2. Select on the left side of the site software type "Firmware"

3. Download the correct version (HPE login credentials are in PWmanager)

4. Connect to Tapeloader web interface, see table below, login as Administrator

 

AMS 10.30.10.249 PW = Pwmaanger
BVI 10.23.10.249 PW = Pwmaanger
CYP 10.7.10.249 PW = Pwmaanger
ZRH 10.21.10.249 PW = Pwmaanger

 

 

5. Once connected open Support -> Firmware -> browse to downloaded firmware file and click update

 

 


    

    

 

Amsterdam monitors - Safeguard


link

ID: 360001498769

Created at: 2018-09-25T08:06:12Z

There are 4 screens installed in the Atrium office.

These screens are installed for the Safeguard application.

This application is connected to the BHV people and will automatically display whenever they entering the building.

How to open the app on the TV screen:

 

1. Turn on Television

2. Open the built-in browser

3. Browse to https://my.safeguardapp.nl/login

4. Login with below credentials

 

Username = safeguard@vistra.com

Password = x(wkUOQ8pOY

 

*Make sure the screensaver is turned off 

*Make sure the TV does not turn off automatically 

Please contact Gisele de Smedt by questions related to safegaurd.

Jersey Switch DR Plan


link

ID: 360001499705

Created at: 2018-09-14T10:56:44Z

In Jersey we have 2 floors.. 4th & 3rd Floor. On the 4th floor we have a stack of 2 switches with plenty of room to rack the 4th Floor Spare switch.

On the 3rd floor we have a stack of 3 switches and ontop of that stack is the 4th Floor Spare switch.

Below is a plan on if and when a Cisco network switch fails/dies in the office and immediate action is required to get the staff backup and running.

4th Floor
IMG_0198.jpg

IMG_0197.jpg

IMG_0199.jpg

3rd Floor

IMG_0200.jpg

You will need to power on the switch from the back if this switch is ever needed, currently unplugged to try and save life span:

Malta - configure modem as PPPOE


link

ID: 360001458909

Created at: 2018-09-06T10:00:15Z

I had the case that the modem in the Madrid office was factory reset.

 

In Opsview you see the external ping from AMSDC to Madrid is still online but the Firewall is offline.

In this case you have to connect a laptop directly to the modem browse to the default gateway and change the following:

 

 

 

How to add O365 licences on ECAT


link

ID: 360001455909

Created at: 2018-09-04T12:10:18Z

 

The member of staff completing this will need access to the ECAT Softcat Portal (List below as of September 2018). If you have any issues with accessing and you are authorized please contact Jack Scargill -JackSc@softcat.com (Account Manager). There is also a reset password option available on the portal.

ECAT Users - September 2018

If you are not authorized to have access to ECAT please request authorization & setup via Wendy Ewens and Jacco Sloover.

BVI - Backup connection contact details


link

ID: 360001452865

Created at: 2018-08-30T07:21:47Z

ISP: CCTBVI

Name: Jason Williams

Email: jwilliams@cctbvi.com

Tel: +1 284 499-1665

O365 Support info


link

ID: 360001431109

Created at: 2018-08-22T16:05:01Z

Please be advised of the below O365 Support info.

*********************

Softcat O365 – Support – Support for the overall Microsoft tenant and emergency support (Support part of CSP service)

Support is 24/7

Email: SupportCat@softcat.com

Tel:  +44 1628 403 789

 

*********************

Perspicuity – Subject Matter Experts – to be used for day- to- day requests and projects (Prepaid support hours)

Support – Mon-Fri 09:00-17:00

Email: support@perspicuity.co.uk

Tel:  +44 (0) 333 4444 365

 

Account Manager:  Charlie Gilbert

Direct:    +44 (0) 203 7437 881

Mobile:   +44 (0) 777 2646 397

*********************

Citrix Servers (EU)


link

ID: 360001386145

Created at: 2018-08-09T18:59:09Z

This page contains all information about the Citrix Servers located in the Amsterdam DC. 

 

Servername OS Memory CPU IP Member Office

Securitygroup Access

     
AMSSRVCTX001 W2K16 32GB 4CPU            
AMSSRVCTX002 W2K16 32GB 4CPU            
AMSSRVCTX003 W2K16 32GB 4CPU            
AMSSRVCTX004 W2K16 32GB 4CPU            
AMSSRVCTX005 W2K16 32GB 4CPU            
AMSSRVCTX006 W2K16 32GB 4CPU            
AMSSRVCTX007 W2K16 32GB 4CPU            
AMSSRVCTX008 W2K16 32GB 4CPU            
                   

 

IT Operations - Major Incident Process


link

ID: 360001381665

Created at: 2018-08-09T09:13:18Z

Below is an overview of the ‘Major IT Incident Report’ report process.

We have now moved the ‘Major Incident Reporting’ to the O365 Team ‘IT Operations Management Team’ ( click here to access).

The purpose of this report is to document ‘Major IT incidents’. A ‘Major IT Incident’ is defined as a business-critical IT service being unavailable for over one hour during business hours. Once completed a copy of this report needs to be provided to the local office MD, Group Managing Director of Asia, Europe or the US and the CIO. Copies of all reports are also held centrally by Vistra Group IT (Within a Zendesk ticket and also in the reports folder under the team. 

We have provided templates for both the report and the incident advisory email.

 

Note: Archived incident report location: \\work.local\itsupport\Global\Incident Reports - OLD - Now on Teams - IT OPERATIONS MANAGEMENT TEAM

How to Backup Bank Clarity Live & Restore onto BankClarity_LiveSupport


link

ID: 360001367049

Created at: 2018-08-03T14:05:49Z

1) RDP to JERSRVBC001 & Open "SQL Server Management Studio":


2) Connect to the below Live Instance & run this job:
1.jpg

 

 3) Stop the "BankClarity_LiveSupport" IIS App Pool
4.JPG

 4) Connect to the below Test Instance & run this job: 2.jpg

 

5) Start the "BankClarity_LiveSupport" IIS App Pool:3.JPG

Advise Melissa Maakestad once this restore has been complete so BankClarity can then connect in and check the BankClarity_LiveSupport to investigate whichever issue there looking into.

Hyper-V Virtual Machine Bluescreen boot config issue


link

ID: 360001364509

Created at: 2018-08-02T10:42:12Z

See attached guide on how to fix bluescreen boot issue for Windows servers in Hyper-V.

 

For example:

LUX - outlook anywhere


link

ID: 360001349105

Created at: 2018-07-30T14:22:44Z

Please find attached guide

 

Exchange 2010 - LUXWEBMAIL1.VISTRA.COM
LUXSRVEXC01 and LUXSRVEXC02

Exchange 2016 - LUXMAIL.VISTRA.COM
LUXSRVEXC001 and LUXSRVEXC002

Mimecast - Distribution Groups with External Contacts In


link

ID: 360001340269

Created at: 2018-07-26T08:57:14Z

We had a case today where there were two email contacts with external email addresses added to a distribution group and Mimecast was bouncing them due to it being an External Sender to External Recipient which is blocked by default as a relay attempt. This is due to the change in Outbound routing direct to Mimecast from Exchange as previously we were only routing emails from @vistra.com out to Mimecast on the Mailmarshal servers and these emails to external distribution group members would have gone directly out from Mailmarshal.

External Sender -> Mimecast -> On-Prem Exchange Distribution Group -> Mimecast (Now to external recipient in distribution group)

If your teams identify any external recipients of distribution groups then they can be added to the following Profile Group on Mimecast which will permit the traffic:



This is restricted down so that the emails have to have gone through our email servers and can just be relayed directly from and external party to one of those external recipients:

 

 

Quarterly Task T36


link

ID: 360001326689

Created at: 2018-07-20T14:53:57Z

Disable account not logged in for 90 days.

 

Go to the following website: http://amssrvreport001/report/menu.php

click on Housekeeping > Ad objects > Older than 90 days

 

Object type = User, then check the user for the Amsterdam hub.

 

Note: Currently Dubai has a lot of TSME users and these are not migrated yet.

DO NOT disable them

 

Restore - UDP backup


link

ID: 360001330345

Created at: 2018-07-20T13:48:49Z

This document explains how to restore files from UDP backup.

 

1. Login UDP console

2. Go to -> all nodes -> select the node to recover files from -> right click -> restore

3. Click the desired function, in this case we use Browse Recovery Points

4. Select the Date to recover from + select the files to recover

5. Configure the restore options, click next, click finish the backup will now restore the files

 

 

 

 

Restore - tape back-up


link

ID: 360001330145

Created at: 2018-07-20T13:37:37Z

This document explains how to restore files from tape back-up.

 

1. Login the backup server

2. Open Arcserve Backup 

 

3. Open via Quick Start -> Restore

 

4. Select the source by the drop-down list

 

5. Make sure the correct tapes are inserted and browse the files to recover:

 

 

6. Select the destination to recover the files to

 

 

7. Leave the schedule as default

 

8. Click submit, click OK, click edit + fill-in the UDP/D2D session password (PW manager)

9. Job will start and finished once files are recovered

 

JER - Screening Deployed Client installation and ODBC Setup Guide


link

ID: 360001317765

Created at: 2018-07-17T15:33:23Z

Screening Deployed

Screening Deployed is mainly used in Compliance departments. The data is saved on XXXSRVSD### servers and the client is either located on Citrix servers or locally on the some of the machines.

 

Client SETUP

To setup a new pc you need to install the client and create a SQL ODBC

  1. Install MSI from \\jersrvfs001\sources$\ScreeningDeployed5.6_32 and select Client in the wizard
  2. Open DBDescribe.xe from c:\Program Files (x86)\Screening Deployed and ask the senior of the team for the right settings.

    -Database name: TMS5
    -User: sa (sql instance)
    -Pass: ask the senior member of the team
     

ODBC SETUP

  1. Depending on the machine run:

    (x86) C:\windows\system32\odbcad32

    (x64) C:\windows\sysWOW64\odbcad32

  2. if connection missing create new user DSN
    DATA Source > Select SQL Server with the following connection strings:
    - Name: JERTMS5
    - Description: Jersey Screening Deployed
    - Server: JERSRVSD01\JERSD
    - SQL username: jersdws
    - Password: password manager
  3. change default database to TMS5
  4. enable use ANSI quoted identifiers and ANS nulls, paddings, and warnings
  5. test the connection in the end.

 

Create secure connection (if the application is not working)

 1. Open C:\program files (x86)\screening deployed -> DBDescribe.exe

 2. Fill in all of the settings as below:

DSN: JERTMS5 (Or the relevant data source name for the jurisdictions SD)
DST: SQL Server
Schema: dbo
Owner ID: sa
Owner Password : SA Password for the Screening Deployed SQL DB

 

testing software

  1. Open Investigator application:
    ("C:\Program Files (x86)\Screening Deployed\investigator.exe) – 64bit PC
    ("C:\Program Files\Screening Deployed\investigator.exe) – 32 bit PC
  2. login details:
    Username: W001
    pw: test1ng

Global - Activate SafeNet token


link

ID: 360001310885

Created at: 2018-07-14T11:50:55Z

Included is the manual to activate the token on your phone and how to work from home

Lotus Notes NSF Conversion to PST


link

ID: 360001295769

Created at: 2018-07-11T19:50:30Z

Please see attached guide on how to convert an NSF file to PST using LUXSRVNSF001

How to raise a case with Citrix Sharefile


link

ID: 360001287729

Created at: 2018-07-10T14:07:17Z

1) Browse to - https://www.citrix.com/login?url=https://support.citrix.com/case/manage#/

2) Log in with username vistrajsyadmin1 (Password in the password database under: Citrix Sharefile Support Account)

3) Click on "Create/View Support Cases"

4) Click "Open a Case"

5) Proceed raising your case. For example:

Shared Scan Drive Creation For A Group


link

ID: 360001285529

Created at: 2018-07-10T11:34:48Z

Hello,

 

Please find attached document to create a shared Scan Drive for a group of users.

Note : This applies for Vistra Mauritius only.

 

Regards,

Deepak

Vistra Seychelles Infrastructure


link

ID: 360001274425

Created at: 2018-07-05T08:47:10Z

Office Network:

1x Cisco 2960

This is the main access switch for devices

IP details

Management IP = 10.119.1.252

VLAN1: Vistra LAN

Login credentials will be added in pwm

 

1 x Cisco ASA 5505

Management IP = 41.86.43.184

 

1x IBM System x3650 M3

 

Old Infrastructure (still connected to jordans.local) is still active and will remain active for the next week incase there is a need for roll back or any form of restoration.

We have commissioned a local domain controller in the office which is hosted on this VM host.

 

IP details

SYCSRVDC001 – 10.119.10.110

Seychelles AD Site

 

User Environment:

Local PC Roaming Profile Path: \\SYCSRVDC001\sycprofiles$

Local PC Start Menu Redirection Path: \\Jordanssey\TSMRedirections$

Home Drive for both workstations and citrix: \\jordanssey\sycusers$

TS Folder Redirection: \\Jordanssey\TSMRedirections$

TS Profile Redirection: \\jordanssey\TSProfiles$

 

Seychelles Office has been setup with a local citrix farm (SYCFARM01) which has 1 Xenapp Server; SYCSRVCTX01

 

SYCSRVDC001 is setup as EPO SA and Repository servers and getting policies and updates from AMSSRVEPO001. All desktop have been deployed with the Mcafee products

 

Business Applications:

Navision – Main CRM, Billing. This is the main business application used by Seychelles. (K3 Support is active)

O365 Pro Plus

 

Emails and Signatures:

Vistra Seychelles mailboxes are in Vistra O365 tenant.

A GPO has been created to do an autodiscover XML redirection for O365 autodiscover to work within the vistra network.

Signature are generated thru Exclaimer O365 Signature manager than is install in HKGSRVEXCL01 (172.16.220.20). A GPO has been configured to install the Exclaimer Update Agent on all PC's and citrix servers.

 

Mapped Drives:

I:\\JordansSEY\Jordans

W:\\jordanssey\workshare         

Y:\\jordanssey\Sertussey          

Z:\\jordanssey\SBCSey

 

PRINTERS: (deployed via GPO)

SYCPRN01_PCL

SYCPRN01_PS

SYCPRN02

SYCPRN03

 

Backend servers/Network:

 

SYCSRVCTX01 – TS Access (used mainly for SAP and Vital Doc Access)

JORDANSSEY – File Server

SEYCHELLESNAV – Navision Server

SYCSRVSTORE01 – Arcserve UDP RPS Server

Vistra Sydney Infrastructure


link

ID: 360001270809

Created at: 2018-07-05T08:41:08Z

Office Network:

2x HP Aruba 2530-24G Switch

This is the main access switch for devices

IP details

Management IP = 10.118.1.251. 10.118.1.251

VLAN10: Vistra LAN

Login credentials in password manager

 

1x Cisco 3850 Switch

This is the core switch for devices

IP details

Management IP = 10.118.1.252

VLAN10: Vistra LAN

VLAN11: DMZ

Login credentials in password manager

 

1x HP DL380PG8 servers (pre-existing VM host)

SYDSRVOVH001 – 10.118.10.151

 

IP details

SYDSRVDC001 – 10.118.10.110

Sydney AD Site

 

User Environment:

Local PC Roaming Profile Path: \\SYDSRVDC001\auprofiles$

Local PC Start Menu Redirection Path: \\SYDSRVDC001\TSMRedirections$

Home Drive for both workstations and citrix: \\HKGSRVFS001\HomePath\AUS\

TS Folder Redirection: \\HKGSRVFS001\HomePath\AUS

TS Profile Redirection: \\HKGSRVFS03\TSProfiles$

 

Sydney Office connects to HKG Citrix Farm and has 2 dedicated Xenapp Servers (HKGSRVCTX008 and HKGSRVCTX009)

 

SYDSRVDC001 is setup as EPO SA and Repository servers and getting policies and updates from HKGSRVEPO01. All desktop have been deployed with the Mcafee products

 

Business Applications:

ReckonAPS – Main CRM, Billing, Timesheet application, Tax lodgement. This is the main business application used by VFR. (Reckon Support is active)

MYOB Products – Accounts Edge, Accounts Right, Accounts Right Plus and Premiere. These are the main accounting software. (MYOB support is active)

Leaseman – Accounting Software

NTAA – Tax Accounting/Property Tax Software (NTAA Support is active)

Simpe Fund – Fund Accounting Software (currently no active support)

ATO Tax Portal (cloud)

O365 Pro Plus

 

Emails and Signatures:

Vistra Foster Raffan mailboxes are in Vistra O365 tenant.

A GPO has been created to do an autodiscover XML redirection for O365 autodiscover to work within the vistra network.

Signature are generated thru Exclaimer O365 Signature manager than is install in HKGSRVEXCL01 (172.16.220.20). A GPO has been configured to install the Exclaimer Update Agent on all PC's and citrix servers.

 

Mapped Drives:

G: \\HKGSRVFS03\s6super$ (Simple Fund Directory)

I: \\HKGSRVFS03\CommonApps$ (ATO certificates for tax lodgement)

J: \\HKGSRVFS03\INusers$\%username%

K: \\HKGSRVFS03\CommonData$\Common (main client data drive)     

L: \\HKGSRVFS03\PAData$ (ReckonAPS Template Directory)

P: \\HKGSRVFS03\s6system$ (sub directory for Simple Fund)

S: \\HKGSRVFS03\ExchangeArchives$ (Archive PST directory)

 

PRINTERS: (deployed via GPO)

SYDPRN01

SYDPRN02

SYDPRN03

 

Backend servers/Network:

 

HKGSRVCTX008 – TS Access

HKGSRVCTX009 – TS Access

HKGSRVAPP06 – ReckonAPS Database Server

HKGSRVFS03 – File server

HKGSRVFS001 – Foler Redirections\

HKGSRVADMIN001 – Management Server from HK (this is where you can RDP to the VFR servers)

 

Local IT Support:

Quorum Systems Service Desk <servicedesk@qsit.com.au>

Main Office Contact: Michael Clarke (Office Manager)

Screening Deployed Infrastructure Setup


link

ID: 360001270205

Created at: 2018-07-04T09:14:35Z

Please see attached guide on how to setup the infrastructure behind a new Screening Deployed database.

Viewpoint Setup Guide


link

ID: 360001270185

Created at: 2018-07-04T09:13:12Z

Please see attached guide on how to setup the infrastructure behind a new Viewpoint database.

Office365 License Report Script


link

ID: 360001262349

Created at: 2018-07-03T04:04:00Z

This article serves as a documentation on how to properly use and append the Powershell script used to create the monthly Office365 License Report.

The purpose of this script is to get all licensed users from Office365 and create a report categorized by the "office" attribute in AD. Each office will have a list of products based on the licensed users in that specific office. Each license has a corresponding price which is multiplied to the count of users using that product which will be inserted to the MRC field. See reference image:

There are five (5) phases when you run the script:

Declarations and definitions - In this phase, you will specify the overall variable that will be used in the script. This also includes the log objects and the connection strings. Since logs are very important in running automated scripts, I included it on the script so whenever an error was encountered during it's process, the errors can be seen in a text file in a  specified folder -

\\work.local\itsupport\IT Support - Asia\_Singapore Hub\Script_Logs\O365_License_Review_Logs.txt

The connection string contains the information used to connect to the MS Online service. It needs to connect to the service so that it can pull out the user and license information:

  1. Credentials - the credentials used in the script to connect to MSOL service is stored in a secured XML file. Use this script to create the XML file - $credential = Get-Credential -Credential "<youradminusername@vistra.com>" | Export-Clixml "<Path/filename.xml>". After creating the XML credential file, it can now be used in the script using Import-Clixml 
  2. Connection - the connection string is really straightforward. It will connect to the correct MSOL service based on the credentials provided. The script looks like this: 

Phase 1: Get all users with license - a

Vistra SG: Avaya IPO Documentation


link

ID: 360001255509

Created at: 2018-06-29T08:24:47Z

Please refer to attached

Substance Office Setup


link

ID: 360001253545

Created at: 2018-06-28T07:31:28Z

Process:

1. Request comes from Business depending on the Schedule of Service that client signed up

which can include:

- Virtual Phone Reception/Hard phones

- Actual Substance Office Room setup, including PC and printing peripherals, WIFI access

- Domain Registration and Domain Hosting

- Mail Hosting (O365 CSP/IX Mail Hosting)

2. IT Logs the request in Zendesk and action the requested items

- Virtual Phone Reception/Hard phones (dedicated DID's are reserved for client use and readily configurable in Avaya IP Office)

- Physical Setup of Actual Substance Office Room setup, including PC and printing peripherals, WIFI access (includes network patching etc)

- Request Com Laude for Domain Registration and DNS Hosting

- Managed DNS Records for Clients

- Create O365 Tenant and mailboxes on initial request

- Once mail tenant is functional, release the administration to client

 

 

Substance Office: O365 CSP


link

ID: 360001227749

Created at: 2018-06-21T07:53:12Z

Microsoft O365 Tenant Domain: Portal.office.com (tenant password on PW DB)

@bentangenergi.onmicrosoft.com

@sakaventures.onmicrosoft.com

@tdbcapital.onmicrosoft.com

@candidut.com.onmicrosoft.com

O365 CSP is thru SoftCat's Partner Innovix Distribution Limited

Current Process:

- Local Business provide Substance Office Packages to Clients which Including Domain Registration, Domain Hosting, Email Hosting, Telephony and PC setup and an actual Substance Office Room

- Vistra IT will register the domain name and create DNS zone with Com Laude

- Vistra IT manages DNS records for Client domain, which include O365 DNS records

- Vistra IT Sets Up the O365 Tenant and Client requested mailboxes and mail groups

- Vistra IT Contacts SoftCat to link O365 Tenant to eCAT (EU tenants) or Innovix Distribution (For Asia)

- Vistra Local Business gets billed for client O365 licenses and Vistra recharges client for the cost

- Vistra IT Handovers the Tenant Admin password to client (however, client assumes that Vistra IT Manages their O365 and sends support request directly to the Engineer who setup their O365 Tenant

 

 

SGP/MUM Operational Task: Server Patching


link

ID: 360001228945

Created at: 2018-06-21T06:56:14Z

 

 

 

 Refer to attachment

Configure legacy public folders where user mailboxes are on Exchange 2016


link

ID: 360001156245

Created at: 2018-06-08T08:50:36Z

Problem Description:

"Need assistance to fix credential prompt for 2016 mailboxes on server (Jersrvexc003) & help to assist in allowing 2016 users access public folders which are still located on Exchange 2010".

Resolution:

For Credential prompt issue user mailbox on Exchange 2016 we cleared the "MSexchhomepublicMDB" attribute from Exchange 2016 database.

However as we want our Exchange 2016 user to access the legacy public folder then we need to configure proxy mailbox on Ex2010 for public folder also required the "MSexchhomepublicMDB" attribute to set again.

 

We followed below steps as mentioned in article to Configure legacy public folders where user mailboxes are on Exchange 2016 servers

https://technet.microsoft.com/en-us/library/dn690134(v=exchg.150).aspx

 

  1. Step 1: Make the Exchange 2010 public folders discoverable

If your public folders are on Exchange 2010 or later servers, then you need to install the Client Access Server role on all mailbox servers that have a public folder database.

Create an empty mailbox database on each public folder server.

 

  1. For Exchange 2010, run the following command.
    1. New-MailboxDatabase -Server <PFServerName_with_CASRole> -Name <NewMDBforPFs> -IsExcludedFromProvisioning $true

 

  1. Create a proxy mailbox within the new mailbox database and hide the mailbox from the address book. The SMTP of this mailbox will be returned by AutoDiscover as the DefaultPublicFolderMailbox SMTP, so that by resolving this SMTP the client can reach the legacy exchange server for public folder access.

 

    1. New-Mailbox -Name <PFMailbox1> -Database <NewMDBforPFs>
    2. Set-Mailbox -Identity <PFMailbox1> -HiddenFromAddressListsEnabled $true

 

  1. For Exchange 2010, enable AutoDiscover to return the proxy public folder mailboxes.
    1. Set-MailboxDatabase <NewMDBforPFs> -RPCClientAccessServer <PFServerName_with_CASRole>

 

  1. Step 2: Configure user mailboxes to access the legacy public folders

Enable the Exchange Server 2013 on-premises users to access the legacy public folders. You will point to all of the proxy public folder mailboxes that you created in Step 1: Make the Exchange 2010 public folders discoverable. Run the following command from an Exchange 2013 server with the CU5 or higher update.

 

Set-OrganizationConfig -PublicFoldersEnabled Remote -RemotePublicFolderMailboxes ProxyMailbox1

                We also set the "MSexchhomepublicMDB" attribute as below for all database on Exchange 2016 server (jersrvexc003)

CN=Jersey Hub Public Folder Database JERSRVEXC001,CN=Databases,CN=Exchange Administrative Group (FYDIBOHF23SPDLT),CN=Administrative Groups,CN=First Organization,CN=Microsoft Exchange,CN=Services,CN=Configuration,DC=work,DC=local

  1. Recycled the AutodiscoverAppPool on Ex2016 server.
  2. Post which legacy public folder access work fine for user mailbox on Ex2016 server.

 

Reference:

 

Autodiscover service

https://technet.microsoft.com/en-us/library/bb124251(v=exchg.150).aspx

 

Outlook can't access public folders hosted on legacy Exchange servers

https://support.microsoft.com/en-us/help/3177600/outlook-can-t-access-public-folders-hosted-on-legacy-exchange-servers

 

Configure legacy public folders where user mailboxes are on Exchange 2016 servers

https://technet.microsoft.com/en-us/library/dn690134(v=exchg.150).aspx

 

Troubleshooting and Knowledge Base Articles:

  

Microsoft Remote Connectivity Analyzer

https://www.testexchangeconnectivity.com/

 

Exchange Server Forum

http://social.technet.microsoft.com/Forums/en-US/category/exchangeserver,exchangeserverlegacy/

 

TechNet Virtual Labs: Exchange Server

http://technet.microsoft.com/en-us/exchange/bb499043.aspx

 

Exchange Team Blog - Site Home - TechNet Blogs

http://blogs.technet.com/b/exchange/

iManage Worksite v10 ADFS Token Signing Certificate Renewal


link

ID: 360001139329

Created at: 2018-06-04T15:52:25Z

If a new SSL has been generated for auth.vistra.com which is used for ADFS, then a new token signing SSL needs to be generated for Worksite. If the new token signing SSL is not generated then the following will appear in IE when you try to connect:



Login to AMSSRVADFS001
Open AD DS 2.0 Console
Expand Service / Certificates
Right click on the Token-Siging SSL and click View Certificate
Click Details Tab
Click Copy to File
Next
Select Base-64 Encoding X.509 (.CER)
Click Next
Choose a location to save to
Click Next
Click Finish

Copy the file to the JERSRVDM001 / AMSSRVDM002 server and replace C:\Support\myfssign.cer

Test Logging in to https://jerws.vistra.com / https://nlws.vistra.com

MobileIron Setup Guide on Android


link

ID: 360001023429

Created at: 2018-06-01T07:06:09Z

How to Bypass Nedbank USB/USB's in McAfee EPO


link

ID: 360001008889

Created at: 2018-05-29T16:09:14Z

See Attached

 

RP

CDW / Firewall - Call logging process & Contact details


link

ID: 360000999509

Created at: 2018-05-28T08:03:59Z

Please see below contact details:

Name Function Email address Phone
Willis Wells  Account Director  w.wells@uk.cdw.com Phone: +44 (0) 207 791 6386
Mobile: +44 (0) 750 079 8855
Harry Rock Account Manager h.rock@uk.cdw.com  DDI: 0207 791 6647
Mobile: 07881 013 081
Shaun Barnett Configuration Technical Lead s.barnett@uk.cdw.com  Phone: +44 20 7791 6726
General email address Vistra Harry / Willis Vistra@uk.cdw.com   

 

This is the process of logging a ticket if you have a firewall issue or change request.

For standard change requests (anything other than break fix) please log a Zendesk firewall ticket, with as much information as possible.  These will be collated every Thursday and processed by Chris and Ken over the following week.  This allows us to sanity check the request and discuss with the requester if necessary.  If this request needs to be expedited then the requester must get approval from either Wendy or Jacco.  Standard change requests cannot be accelerated without approval.

If you have a system down or break fix situation you can contact Chris or Ken directly to assist.  If this isn’t possible you are all authorized to log a break fix emergency ticket with CDW directly.  You can do this by ringing +44(0)203 069 5520 or +44 203 069 5444 and giving the support desk the details of the request and the urgency.  You can also log the ticket by emailing Servicenetsd@uk.cdw.com however emergency requests should ideally be logged by telephone if possible.  Can you also ensure that you email Chris and Ken to inform us that you have logged the ticket and send us the CDW ticket number.

In the event that you haven’t heard back from CDW in a timely manner or wish to escalate the ticket please email escalations@uk.cdw.com providing as much information as possible i.e.

 

 

 

 

 

 

AMSSRVSQL001 SQL Service Restart / Reboot


link

ID: 360000993545

Created at: 2018-05-28T05:36:18Z

Please follow the instructions in the attached document every time SQL service is restarted and or SQL server is rebooted on AMSSRVSQL001

Install + Customization Worksite V10


link

ID: 360000982789

Created at: 2018-05-23T15:43:20Z

Contact details Phoenix:

Muhammad Jahangir <muhammad.jahangir@PhoenixBS.com>

+44 203 142 8195

 

How to install Worksite V10 on Citrix envoirement:

1. Make sure .NET 3.5 is installed before installing Worksite

2. Please use the script that I've use: \\amssrvfs001\sources$\Worksite\V10\Deployment Scripts\Citrix Deployment Script\Worksite 934 full install.bat

The script will start (make sure you run with your Admin acc)!

3. Once done their will be one folders created in c:\program files, please confirm:

-Interwoven

 

How to customize Worksite V10 on Citrix envoirement:

1. There is one script created that is being pushed out to all Verona users that will set all user customizations

2. Upon succesfull installation there will be a logfile created in C:\Vistra\Logs\Worksite\ on each server. 

To re-run the customization, please rename the file on above location, the script will run each login attempt. 

 

 

 

VPM Sys Admin User Guide


link

ID: 360000954149

Created at: 2018-05-17T14:47:23Z

Please reference the attached VPM Sys Admin User Guide for common application issues and sysadmin tasks

Profile Enterprise - Jersey Install & Configure Instructions


link

ID: 360000948765

Created at: 2018-05-17T13:36:09Z

See attached.

McAfee Drive Encryption Recovery


link

ID: 360000930925

Created at: 2018-05-16T08:27:13Z

McAfee Offline Drive Encryption


link

ID: 360000933909

Created at: 2018-05-16T08:25:05Z

O365 Pro Plus deployment


link

ID: 360000837145

Created at: 2018-05-08T09:24:47Z

This is a step-by-step guide to easily deploy Office 365 Pro Plus in an office. This guide was created for deployment in Cayman. 

 NOTE: Please make sure all old office products are removed. Including Skype for business if it's on there.

1. Create a folder in the office's Sources$ share called O365ProPlus

2. Download the Office Deployment toolkit. For 2016 use https://www.microsoft.com/en-us/download/details.aspx?id=49117

3. Unzip in the newly created O365ProPlus folder. This will result in a configuration.xml and setup.exe file.

4. Browse to https://officedev.github.io and create your own custom XML. Keep in mind that we should always exclude Access. You can also copy below XML settings:

<Configuration>
    <Add OfficeClientEdition="64" Channel="Monthly" SourcePath="\\cybsrvdc001\sources$\O365ProPlus">
       <Product ID="O365ProPlusRetail">
         <Language ID="en-us"/>
         <ExcludeApp ID="Access"/>
       </Product>
    </Add>
    <Display Level="Full" AcceptEULA="TRUE"/>
    <Property Name="FORCEAPPSHUTDOWN" Value="FALSE"/>
    <Property Name="SharedComputerLicensing" Value="0"/>
    <Property Name="PinIconsToTaskbar" Value="FALSE"/>
    <Remove>
      <Product ID="SkypeforBusinessRetail">
        <Language ID="en-us"/>
      </Product>
      <Product ID="SkypeforBusinessEntryRetail">
        <Language ID="en-us"/>
      </Product>
    </Remove>
</Configuration>

This will install everything Pro Plus has to offer except Access. It will also automatically remove "Skype for Business (basic) 2016" Make sure you change the server address in above sample if you decide to use it. If this concerns a terminal server environment, please adjust the following from:

<Property Name="SharedComputerLicensing" Value="0"/>

to:

<Property Name="SharedComputerLicensing" Value="1"/>

5. Replace the content in the extracted configuration.xml from step 3 with the XML settings you're going with

6. Shift+right click in the O365ProPlus folder and select "Open command window here"

7. run the following command:

setup.exe /download configuration.xml

This will result in a folder appearing called "Office". The tool is now downloading the offline installer files. Wait until this is done.

Deployment

8. On a workstation go to the shared folder and run the setup.exe with the following command:

setup.exe /configure configuration.xml

 

Bomgar Atlas


link

ID: 360000830089

Created at: 2018-05-04T12:13:12Z

This manual will explain the Atlas setup and deployment of Jumpoint servers.

Screening Deployed(BSSServer)


link

ID: 360000830049

Created at: 2018-05-04T12:12:18Z

This manual will explain step-by-step on how Screening Deployed should be installed and configured in the BSS Server side.

Viewpoint Upgrade


link

ID: 360000830029

Created at: 2018-05-04T12:10:16Z

This manual will explain step-by-step on how Viewpoint gets upgraded.

SQL Redgate Backups


link

ID: 360000829989

Created at: 2018-05-04T12:07:37Z

This manual will explain step-by-step on how create SQL Redgate Backups, deploy the agent and add it to our Monitoring Tool (EasyTasks).

Viewpoint CSP


link

ID: 360000765965

Created at: 2018-04-23T15:16:42Z

Implementation date: 23/04/2018

Please see the attached design document for the Viewpoint CSP which is setup in Amsterdam. This CSP can be configured to connect to any Viewpoint database around the group as required. To enable this this are specific tasks and firewall rules that need to be put in place.

Servers
AMSSRVCSP002 (LAN) - Viewpoint CSP Front Office Server
AMSSRVCSPW002 (DMZ) - Viewpoint CSP IIS Web Server

Key Contacts
Viewpoint CSP Infrastructure: Jon Le Page (jonathon.lepage@vistra.com)
Viewpoint CSP Configuration: Jemma Harrison (jemma.harrison@vistra.com
Imperva: Chris Morris (chris_morris@jordans.co.uk) / Jon Le Page (jonathon.lepage@vistra.com)
Sharefile: Ross Pringle (ross.pringle@vistra.com) / Jon Le Page (jonathon.lepage@vistra.com)

Upgrade Instructions
See attached document

GSY- Screening Deployed Client installation and ODBC Setup Guide


link

ID: 360000761169

Created at: 2018-04-19T14:35:00Z

Screening Deployed

Screening Deployed is mainly used in Compliance departments. The data is saved on XXXSRVSD### servers and the client is either located on Citrix servers or locally on the some of the machines.

 

Client SETUP

To setup a new pc you need to install the client and create a SQL ODBC

  1. Install MSI from \\jersrvfs001\sources$\ScreeningDeployed5.6_32 and select Client in the wizard
  2. Open DBDescribe.xe from c:\Program Files (x86)\Screening Deployed and ask the senior of the team for the right settings.

    -Database name: TMS5
    -User: sa (sql instance)
    -Pass: ask the senior member of the team
     

Roaming TS Profile Creating (Terminal Server)

  1. Before logging into citrix as the user UNC to \\jersrvfs001\tsprofiles$
  2. Create the user a tsprofile folder in the format username.WORK.V2
  3. Give the user full access to this in the secuirty options of the folder (Important step)
  4. Proceed to login as the user and create the below ODBC connection

ODBC SETUP

  1. Depending on the machine run:

    Citrix - (x86) C:\windows\system32\odbcad32

    Workstation - (x64) C:\windows\sysWOW64\odbcad32

  2. if connection missing create new user DSN
    DATA Source > Select SQL Server with the following connection strings:
    - Name: GSYTMS5
    - Description: GSY Screening Deployed
    - Server: JERSRVSD03\GSYSD
    - SQL username: gsysdws
    - Password: password manager
  3. change default database to TMS5
  4. enable use ANSI quoted identifiers and ANS nulls, paddings, and warnings
  5. test the connection in the end.

 

Create secure connection (if the application is not working)

 1. Open C:\program files (x86)\screening deployed -> DBDescribe.exe

 2. Fill in all of the settings as below:

DSN: GSYTMS5 (Or the relevant data source name for the jurisdictions SD)
DST: SQL Server
Schema: dbo
Owner ID: sa
Owner Password : SA Password for the Screening Deployed SQL DB

 

testing software

  1. Open Investigator application:
    ("C:\Program Files (x86)\Screening Deployed\investigator.exe) – 64bit PC
    ("C:\Program Files\Screening Deployed\investigator.exe) – 32 bit PC
  2. login details:
    Username: W001
    pw: test1ng

Bomgar PAM - Jumpoint Deployment


link

ID: 360000718665

Created at: 2018-04-13T08:52:09Z

Login to https://nlpam.vistra.com/login


Go to ‘Jump’ > ‘Jumpoint’ & click ‘Re-Deploy’ on the one you need:111.jpg

 

Then click ‘Download’ and save it to the server it is to deployed on.

Run the installer on the server, agree to the license, next, next, when you get to the ‘Proxy’ options, choose ‘Jump Zone Proxy Server’ then fill in the name of the server you’re installing on:

222.jpg

Finish the install, go back to nlpam.vistra.com and refresh the Jumpoint page to make sure the Jumpoint is now installed:

333.jpg

 

Worksite Local Copy


link

ID: 360000718109

Created at: 2018-04-11T15:50:58Z

We have had an issue with a couple of users where the button to add a copy of a worksite document was switched to insert a link.

In order to change this back to insert copy, a registry key needs to be created.

 

32-bit:

HKEY_LOCAL_MACHINE\Software\Interwoven\WorkSite\8.0\Common\General\

64-bit:

HKEY_LOCAL_MACHINE\Software\Wow6432Node\Interwoven\WorkSite\8.0\Common\General\

Create a DWORD value:

Name: Default InsertAs Option

Value: 1

If the "8.0" key is not there, you have to create it from there.

 

If you have any questions, kindly contact me.

 

Quarterly Task T24 - Check for ArcServe UDP & Backup Manager updates


link

ID: 360000694845

Created at: 2018-04-09T14:30:05Z

Step 1: The following servers needs to be updated, you can access them via below links:

AMS = https://amssrvstore001:8015

ZRH = https://zrhsrvstore01:8015

CYP = https://cypsrvstore001:8015

BVI = https://bvisrvstore001:8015

CUR = https://cursrvstore001:8015

 

Step 2: Login the portal with SVC backup accounts. These are stored in PW manager

Step 3: Click on Help -> Check for updates

 

Step 4: If an update is found, please follow steps as provided in the setup (as this change each time). Please make sure you’re logged-in to the back-up server itself.

Quarterly Task T26 Create / Update ISO Templates


link

ID: 360000685369

Created at: 2018-04-06T12:44:37Z

Attached the procedure to keep ISO's up to date for new installations.

 

Miguel

LUX - Datagest


link

ID: 360000604005

Created at: 2018-03-27T11:44:57Z

for the application e-Fiscalease

 

Richard Superson
Senior Manager

1, rue Jean Piret
BP 351 L-2013 Luxembourg

Tel: 45 123-824
email: richard.superson@datagest.lu

VPM Rebuild Queue Restart (End User Guide)


link

ID: 360000570045

Created at: 2018-03-20T15:38:25Z

VPM - Restart Processing Server Service (IT Admin Guide)


link

ID: 360000574869

Created at: 2018-03-20T15:03:18Z

AMS - Monthly Task - M24


link

ID: 360000527345

Created at: 2018-03-14T14:19:13Z

Update Default Product detections version for McAfee encryption on the EPO

Go to https://kc.mcafee.com/corporate/index?page=content&id=KB81900

Download the HWDefaultProductDetectionsVXX.zip file and extract and store it somewhere convenient.

Log into McAfee ePO (https://amssrvepo001:8443) 

Go to Menu -> Configuration -> Server Settings (You will need admin access for this)

Go to Drive Encryption -> Manage Hardware Compatibility Settings



In the left bottom corner select actions -> Import hardware compatibility settings and select the file you saved previously.

After importing it, you can do a check to see if the version number corresponds with the version number of the zip file.

EOW/EOM/EOY - Backup Schemes CYP/ZRH/CUR


link

ID: 360000410789

Created at: 2018-03-07T22:38:37Z

This article is written to serve as a simple guide with regards to the backup tapes for the following offices:

All three office situations will be briefly explained and examples given.

Currently for these offices there are three types of backups schemes existing:

EOW

This is a backup that runs every Friday, with the exception of the last Friday of the month.

EOW tapes are kept for a month, after which they may be reused.

 

EOM

This is a backup that runs every last Friday of the month, with the exception of December.

EOM tapes are kept for a year, after which they may be reused.

 

EOY

This is a backup that runs at the beginning of the year.

EOY tapes are kept for at least 7 years.

 

All three backup schemes are equally as important and require(s) your full attention when handling such.

 

CYP

Contact person(s):

Lilia Akrivopoulou

Front Desk

Lilia.Akrivopoulou@vistra.com

Tel: +357 25 817 411

 

Koulla Pieri

Front Desk

Koula.Pieri@vistra.com

Tel: +357 25 817 411

 

Extra information:

- Pickup every Wednesday by G4S, it is required that backup tapes are securely stored at a different location than the office

- CYP has a daily backup scheme from MON-FRI, similar to the AMS office

- Tape requires to be inserted before 5PM on Friday!

 

Labeling:

EOW > TAPE X_WW_YYYY

e.g.: Friday the 2nd of February 2018, week 05

The labeling for that date would be TAPE 1_05_2018, the following tape would be TAPE 2_05_2018.

 

EOM > TAPE X_MMM_YYYY

e.g.: Friday the 23rd of February 2018, week 08

The labeling for that date would be TAPE 1_FEB_2018, the following tape would be TAPE 2_FEB_2018.

 

EOY > TAPE X_EOY_YYYY

e.g.: at the beginning of the year, TAPE 1_EOY_2018

 

Email:

Subject: “EOW - WEEK XX - YYYY - CYP” OR “EOM - MMM - YYYY - CYP”

To: Lilia.Akrivopoulou@vistra.com; Koula.Pieri@vistra.com

Cc: Rianne.Gardien@vistra.com; Mark.Lammers@vistra.com; Jonathan.deVries@vistra.com

Body Friday:

Dear Both,

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: TAPE 1_05_2018 (OR TAPE 1_FEB_2018)

 

Awaiting your response

  

Body Next Tape: (reply to last received communication)

Dear Both, 

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: TAPE 2_05_2018 (OR TAPE 2_FEB_2018)

 

Awaiting your response

 

Body Backup Finished: (reply to last received communication)

Dear Both, 

Hereby informing you that the EOW (OR EOM) backup has finished successfully.

Hoping to have informed you sufficiently. 

 

ZRH 

Contact person(s):

Mirjam Böhnke

Executive Assistant

Mirjam.Boehnke@vistra.com

Tel: +41 44 296 68 53

Mobile: +41 79 109 59 64

 

Glenda Bauser (contact only when Mirjam is AFK!)

Senior Receptionist

Glenda.Bauser@vistra.com

Tel: +41 44 296 68 68

 

Andrea Wick (contact only when Mirjam is AFK!)

Receptionist

Andrea.Wick@vistra.com

Tel: +41 44 296 68 68

 

Extra information:

- Different labeling compared to CYP and CUR

- Slow tape loader, takes longer for backup to finish

- Tape requires to be inserted before 5PM on Friday!

 

Labeling:

EOW > WEEK X tape X

e.g.: Friday the 9nth of February 2018, week 06, however, week 2 of February

The labeling for that date would be WEEK 2 tape 1, the following tape would be WEEK 2 tape 2.

 

EOM > EOM_MMM_TAPE X

e.g.: Friday the 23rd of February 2018, week 08

The labeling for that date would be EOM_FEB_TAPE 1, the following tape would be EOM_FEB_TAPE 2.

 

EOY > TAPE X_EOY_YYYY

e.g.: at the beginning of the year, TAPE 1_EOY_2018

 

Email:

Subject: “EOW - WEEK XX - YYYY - ZRH” OR “EOM - MMM - YYYY - ZRH”

To: Mirjam.Boehnke@vistra.com

Cc: Glenda.Bauser@vistra.com; Andrea.Wick@vistra.com; Rianne.Gardien@vistra.com; Mark.Lammers@vistra.com; Jonathan.deVries@vistra.com

Body Friday:

Dear Mirjam,

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: WEEK 2 tape 1 (OR EOM_FEB_TAPE 1)

 

Awaiting your response

 

Body Next Tape: (reply to last received communication)

Dear Mirjam,

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: WEEK 2 tape 2 (OR EOM_FEB_TAPE 2)

 

Awaiting your response

 

Body Backup Finished: (reply to last received communication)

Dear Mirjam,

Hereby informing you that the EOW (OR EOM) backup has finished successfully. 

Hoping to have informed you sufficiently.

 

CUR 

Contact person(s):

Jacqueline Hassell

Secretary

Jacqueline.Hassell@vistra.com 

Tel: +5999 433 3508

 

Extra information:

- Has always two tapes in loader

- Most cases only single tape required

- Tape requires to be inserted before 5PM on Friday!

 

Labeling:

EOW > TAPE X_WW_YYYY

e.g.: Friday the 2nd of February 2018, week 05

The labeling for that date would be TAPE 1_05_2018, the following tape would be TAPE 2_05_2018.

 

EOM > TAPE X_MMM_YYYY

e.g.: Friday the 23rd of February 2018, week 08

The labeling for that date would be TAPE 1_FEB_2018, the following tape would be TAPE 2_FEB_2018.

 

EOY > TAPE X_EOY_YYYY

e.g.: at the beginning of the year, TAPE 1_EOY_2018

 

Email: 

Subject: “EOW - WEEK XX - YYYY - CUR” OR “EOM - MMM - YYYY - CUR”

To: Jacqueline.Hassell@vistra.com 

Cc: Lubi.Overmeer@vistra.com; Rianne.Gardien@vistra.com; Mark.Lammers@vistra.com; Jonathan.deVries@vistra.com

Body Friday:

Dear Jacqueline,

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: TAPE 1_05_2018 (OR TAPE 1_FEB_2018)

 

Awaiting your response

  

Body Next Tape: (reply to last received communication)

Dear Jacqueline, 

Please would you be so kind as to proceed with the change of tapes and confirm when done?

Tape ID: TAPE 2_05_2018 (OR TAPE 2_FEB_2018)

 

Awaiting your response

 

Body Backup Finished: (reply to last received communication)

Dear Jacqueline, 

Hereby informing you that the EOW (OR EOM) backup has finished successfully.

Hoping to have informed you sufficiently. 

 

When to change tapes?

We all receive notifications coming from svcbackup@vistra.com for each office where backups are running. By checking these notifications you will know if a change of tapes is required.

Subject: OFFICE - Alert Notificaton (e.g.: Zurich - Alert Notification)

Sender: svcbackup@vistra.com 

Body change of tape example:

ZRHSRVSTORE01: [JobID:9 Weekly - Full backup D2D] Please mount a new media to continue the backup.

Body tape backup finished: (Incomplete = Complete)

ZRHSRVSTORE01: [JobID:9 Weekly - Full backup D2D] Backup Operation Incomplete.Number of Error(s)/Warning(s): 0/1

 

Cleaning/Formatting Tapes

It is sometimes required for tapes to be cleaned so to be used for future backups, please check with Jonathan on how to proceed.

 

Follow up communication

Please make sure to receive response accordingly, hunt them down if no response is received.

 

Previous Publications 

If you require any further information overall, please review the below articles written by Lloyd Philippus:

https://itsupport.vistra.com/hc/en-gb/articles/115006000809-Curacao-Tape-backup

https://itsupport.vistra.com/hc/en-gb/articles/115004389065-Cyprus-Tape-back-up

 

 

 

Group - Worksite bad PDF view


link

ID: 360000313585

Created at: 2018-02-21T12:37:27Z

 

If some PDF files does not look good in the preview pane in worksite, then please change this regkey

[HKEY_LOCAL_MACHINE\Software\Wow6432Node\Interwoven\worksite\KeyView\VAPI]

change the parameter: "200"="pic 0 kvpicve.dll" to "200"="doc 0 kvaxcc.dll"

 

 

Bluejeans Support Contact


link

ID: 360000310809

Created at: 2018-02-19T16:31:12Z

support@bluejeans.com

 

Colt - DCS Contact & Support Info (ZRH Datacentre)


link

ID: 360000306669

Created at: 2018-02-18T10:17:18Z

 

 

 

Cyprus - signature O365 Outlook


link

ID: 360000249225

Created at: 2018-02-12T14:44:45Z

This guide can be used for the signatures within outlook and O365. 

 

Info:

There is an GPO created that is applied to all workstation in Cyprus. Logs will be saved to \\cypsrvdc001\log$\exclaimer. 

 

Troubleshoot:

1. Rename the PC number that is in the \\cypsrvdc002\log$\exclaimer folder + restart the machine (this will run the exlaimer application installer again)

 

2. Check on the following location and install the exlaimer manually (\\cypsrvdc002\support$\Exclaimer\osua.msi) . Once installed go to start -> all programs -> exlaimer and run the application. Open Outlook and check if the signature is there.

Install - Shireburn Malta


link

ID: 360000243889

Created at: 2018-02-08T13:40:25Z

This article can be used for installing Shireburn. This software is used in the Malta office.

1. Browse to \\amssrvfs001\shireburn$\Installer\new

2. Install setup, leave destination folder on default, install for only this user (C:\program files (x86)\shireburn\SFM\)

3. Set the Data directory to: \\amssrvfs001\shireburn$\LEDGER\latest (as well for Latest Directory)

 

4. Serial number: VSM588

    Serial Key: TUvrqL

5. Done

 

 

 

Contact - Diffinco - GVA/ZRH Telephony


link

ID: 360000243769

Created at: 2018-02-08T13:33:03Z

Swisscom contract standard coverage

- Data line connection diagnostic

- VoIP service diagnostic

- Faulty hardware diagnostic (router, phones, mediatrix)

- Router maintenance and replacement

- Phone hardware replacement (Warranty 24 months)

- Mediatrix hardware replacement (Warranty 24 months)

 

Diffinco Managed Services Agreement for VoIP system

(See attached equipment list in pdf format)

- User Support

- User profile maintenance (creation, deletion, modification)

- Phone group maintenance (creation, deletion, modification)

- Functional adaptation and customisation

- Device maintenance (phones, mediatrix, switches, etc.)

- Device customisation

 

Service Level Agreement (SLA)

Our technical team is available from Monday to Friday from 8:30 to 12:00 and 13.30 to 18:00 local time.

All requests for support to Diffinco’s technical team must be submitted by e-mail to: tech@diffinco.net.

The request is logged and the response is initiated within the next four (4) business hours.

 

 

 

Sales team

Diffinco SA
Rue de la Gabelle 9
1227 Carouge - Switzerland

Tel      +41 (0)22 8274090
Email   sales@diffinco.net
Web    www.diffinco.net

NL - Setup MS Surface / Windows 10 Laptops


link

ID: 360000227705

Created at: 2018-02-08T11:26:03Z

1 - Switch on device and choose the following options:

Language - English

Region: (Appropriate to location) Netherlands

Keyboard: United States International

 

2 - Connect to wifi

Choose VGAccess, log in with LetMeOut

 

3 - Install updates.

 

4- Setting user options

When prompted, choose 'Setup for personal Use', at sign in, choose 'offline account'  - this option is in the bottom-left corner of the screen and the text is intentionally pale and difficult to see.

 

Set username to 'User', and set a temporary password. 

 

Skip the facial recognition/face sign-in.

 

Turn off Cortana

 

Turn off Speech recognition

Turn off Diagnostics & Tailored experience

Turn off Ads

Leave location services ON.

 

5. Perform Windows updates (again)

 

6. Configure IT Admin account

Go to Start>Run, type 'MMC' then hit CTRL+M and choose the 'Local Users & Groups' snap-in, click add, finish, OK.

Choose 'Users', then right-click and choose 'New User'.

Fill in as follows:

NOTE: You will need to create a randomly generated strong password for the VGITAdmin account. Generate this using the password manager or other tool, then make a note of it to store later along with the serial number, laptop name & encryption key.

 

Now right-click on the User account created earlier and set the password to change at next login.

 

Within the Go to 'Groups', then 'Administrator'. Add the account VGITAdmin to the administrators group. Then disable the default Administrator account.

 

7. Adding Bluetooth Mouse

Right-click on Bluetooth icon in the system tray, and choose 'Add a Bluetooth Device'

In the next  window, choose the 'Add bluetooth or other device'

Remove the battery tab from the mouse (if applicable) click the sync button on the mouse.

On the laptop Select  'Bluetooth' and then choose the mouse from the list of detected devices.

 

8 - Tidy start menu

Unpin all games, news & media pins from the start menu (right-click, unpin)

 

9 - Rename device

Rename the device using the following naming convention:

[Office code]LAP[Year][device number]

Example: AMSLAP1801

 

You can find the device number you should use by checking the keys on the USB stick, or by checking the folder in Sharefile.

 

10. Software Installation

From the USB stick (Offline Encryption USB), install the following:

Google Chrome

Microsoft Office 2010 - customize this install and remove Outlook.

                                   - activate office!

Citrix Receiver

McAfee Endpoint Security 10.5 (All options should be enabled)

From the web, install:

Adobe Reader

Customization:

Remove Edge from taskbar

Add IE to taskbar and change landing page to www.vistra.com/remote

Change search engine IE to google (not necessary but Bing is Bing)

McAfee browser toolbar, hide via McAfee settings 

Citrix receiver, do not show automatically at login, tick box (not necessary, just to keep it nice and clean)

 

11. Enable Encryption

Go to File Explorer, right-click on C: Drive, 'Turn on Bitlocker' , when prompted choose 'Save to File' and save it to the offline encryption USB. Create a folder within Laptop Keys with the name of the device and the person to whom it will be assigned (if applicable).

Create a notepad file, add the username & password for the VGITAdmin account, the serial number and device hostname to the file and save in the same place as above.

Example notepad text:

Password VGITAdmin: XXXXXXXXX
Serial Number: 037404375053
Hostname: AMSLAP1803
Type: Microsoft Surface Pro

There will be a weekly task to upload the laptop keys from the USB into Sharefile in the shared IT area.

 

12. Extra info

Do not forget to label the device! (including power brick)

Dedicated laptop or tablet? Only the user should know the password.

If existing, remove office 2016/365

Make sure to keep OneDrive!

If dedicated laptop or tablet, change display name User account to specific staff member name

On tablets, change setting so to insert password immediately when closing tablet

 

Seychelles: ISP Contact C&W


link

ID: 360000164165

Created at: 2018-01-31T08:55:40Z

Subscription Number: 4857544371D7B881

Account Manager: Clint Monthy +248 4284046/+248 2529116

Fault Reporting: Dial 121 from Seychelles Office

Client Support Manual_v1_20171016


link

ID: 360000159889

Created at: 2018-01-29T09:11:59Z

For more information , please look the attachment.

HP Server firmware upgrade


link

ID: 360000156269

Created at: 2018-01-26T17:33:40Z

This guide explains how to update the firmware on HP servers using HP's SSP (Service Pack for ProLiant)

1. Download the latest SSP from http://www.hpe.com/servers/spp (if this link changes in the future you should be able to find this on the Firmware page on iLo)
2. If possible, drain the Virtual Host you want to update and place the host in Paused (maintenance) mode.
3. Connect with iLo to Virtual Host and attach the newly downloaded .ISO. 
4. Reboot the Virtual Host and boot using the ISO. Successfully booting the .ISO should look like this:

5. Follow all on-screen instructions. Please note that it can take a while for the inventory to be finished. Getting disconnected from iLo at certain points is normal behavior.
6. When upgrading is done, start the server again
7. Mount the .ISO
8. run launch_sum.bat from the ISO's root folder (if nothing seems to happen, run as administrator). A webpage should be opened with "Welcome to Smart Update Manager"
9. Click "Localhost Guided Update"
10. Select mode Automatic. Wait until inventory is done.

11. When this process is done (it might take a while), you get a report that tells you if you need to reboot. Please reboot the server if one of the results state:

12. Take your Virtual Host out of Paused (maintenance) mode. 

MobileIron Admin Guide - Add 2nd mailbox


link

ID: 360000016705

Created at: 2018-01-17T08:03:11Z

Guide for adding 2nd mailbox on user profile

Singapore - IT Disposal Vendor


link

ID: 360000009229

Created at: 2018-01-16T03:48:27Z

Mr. Stanley Han

Infotech Asset Recovery Pte Ltd

Block 3027, Ubi Road 1, #04-106, Singapore 408720

Mobile - 97391140

Email: kmitcycle@hotmail.com

 

Verona - DB Mauritius


link

ID: 115006005889

Created at: 2018-01-12T10:31:13Z

This article describes the basic set up and need to know information regarding the Deutsche Bank (DB) users in Mauritius who are currently connecting to Vistra systems.

 

General Description

DB users connect to Vistra via the Citrix Secure Gateway (CSG) through https://nlcitrix.vistra.com , using AD credentials and a safenet token provided by us.

 

They have credentials in work.local to do this. They are located in this OU:

work.local/Vistra/Mauritius/Users/New

Any issues logging in to CSG should be dealt with as a normal Vistra user.

 

Once logged into the gateway, they connect to one of the following:

DB MAU Desktop 

This is for users who need access to EZE & VPM, & the generic mailbox.

VPM Desktop

This launches a desktop which gives access only to the VPM application.

 

Shared Mailbox

Only 2 DB users currently have access to the generic shared mailbox:

DB.VPMEZE@vistra.com 

Those users are shahed.hoolash@vistra.com & Jeetamaroy.Chuckun@db.com 

NO OTHER USERS SHOULD BE ADDED.

The mailbox is configured on their desktop using the username and password for that mailbox (details in PWM) and not using their own accounts, so access should not be granted via exchange.

 

 

Infrastructure:

VPM/EZE - Live Environment

The following servers are involved in the Verona/DB environment:

AMSSRVCTX009 (This is the Citrix server that DB users connect to.)

AMSSRVEZEUAT001 (this is the EZE server copied over from Luxembourg - TBC the date this goes live in AMS)

AMSSRVVPMAS002 - VPM Application Server

AMSSRVVPMPS002 - VPM PS Server

AMSSRVVPMWEB002 - VPM Web Server

 

Staging Environment

There is a staging environment set up for the Verona project which is segregated from the work.local domain and the Vistra network. It has a seperate AD structure and domain controller.

Servers in the staging environment:

 

STGSRVDC001 - Domain Controller

STGSRVDEV001 - Development Server

STGSRVDM001 - Document Management Server (Staging version Worksite)

STGSRVFS001 - File Server

STGSRVFTP001 - FTP Server (for data transfer between DB & Vistra)

STGSRVSQL001 - SQL Server

STGSRVTS001 - Terminal Services server, provides desktop environment for DB users to connect to staging version of Viewpoint

STGWRK001 - Virtual workstation for testing.

 

Currently Jonathan le Page, Craig Wilmott & Jamie Carter have access to the AD in the Staging Environment. DB Users will be added soon to be able to access Viewpoint via AMSSRVTS001. They will access via Bomgar PAM initially.

 

 

Curacao -Tape backup


link

ID: 115006000809

Created at: 2018-01-11T14:42:55Z

Contact person for changing tapes in the office 

Name: Jacqueline Hassell

Email: Jacqueline.Hassell@vistra.com

Tel: +5999 433 3508

 *Please see attached document for changing + labeling tapes in the office.

 

How to check if tapes are in the tape loader

1. Connect to CURSRVSTORE001

2. Open "Manager" from the desktop, login as Caroot

3. Go to "Device" 

4. Click on HP 1x8 G2 AUTOLDR to see what tapes are in:

 

 

Leaver Account Termination Procedure


link

ID: 115005977529

Created at: 2018-01-09T02:17:15Z

New User Creation Procedure - Asia


link

ID: 115005977509

Created at: 2018-01-09T02:16:28Z

Abacus not opening


link

ID: 115005964825

Created at: 2018-01-05T13:58:40Z

Abacus is a software application thats being used by the Zurich office. This application is installed on ZRHSRVAPP01. The contact person for this application is Stefan Schwizer (info@schwizer.ch / 071 388 87 86)

 

Please amend below settings if Abacus is not opening correctly on a workstation.

*Please make sure Java 32-bit version is correctly installed on the workstation!

Step 1: Open the Abacus shortcut from the Start menu

Step 2: Right-click on the downloaded .jnlp file -> choose open with

Step 3: Configure javaw as default for .jnlp files (C:\program files (x86)\java\X (depends on installed version)\Bin\javaws.exe

Stap 4: Close all open applications, re-open the abacus link and it will work

 

Malaysia ISP: Telekom Malaysia


link

ID: 115005871945

Created at: 2017-12-18T14:44:22Z

Account Number: 1031276684

Service Number: 07-5950161

VistraMedini@unifibiz

Local: 1-300-888-123 

Overseas: 603 2241 1290

SEDICO FTP - Eemnes


link

ID: 115005838265

Created at: 2017-12-12T10:44:55Z

This article describes the setup of a new ftp user for Sedico FTP.

Login to the server in the DMZ (VNLSRKPFTP001).

Open Titan FTP Server.

Follow these steps:

 

1. Create a User (ex. test)

 

 

 

 

 

Provide the following details to the user:

Server: 152.194.65.25
Port: 22
Protocol: SFTP
Username
Password

 

 

 

 

 

 

 

 

 

 

 

 

Jersey IT Rack Access


link

ID: 115005833609

Created at: 2017-12-11T17:29:18Z

See attached.

Jersey - Switch Configuration


link

ID: 115005832925

Created at: 2017-12-11T13:11:36Z

Summary of Switches in the Office / Data Center

Click here to download the below Switch/VLAN overview spreadsheet:


Jersey Printer Workstation DHCP Scope
:
Jersey Workstation DHCP Scope:





 

Jersey Cisco Telephones DHCP Scope:


Switch Configs Stored here on Sharefile:





ECAT: O365 CSP


link

ID: 115005831545

Created at: 2017-12-11T09:51:51Z

This guide provides information on how to purchase O365 licenses thru SoftCat's Ecat portal

1. Login to Ecat (https://ecat.softcat.com/) using your email address and the password you've set thru the ecat welcome email

2. If you are prompted with a screen that says "Select Account" > select VGMAL. If not, this means VGMAL has already been defaulted to your eCAT account and you can ignore this step.

3. Click "My Account"

4. Click "Managed Microsoft Cloud Services"

5. Click on Up and Down Arrow Keys or adjust the quantity as desired. Put a tick on the "acceptance message" and click "update". O365 CSP will send a mail about the license adjustment and will update the O365 portal 1-2 mins later.

7. If the license type is not available, it needs to be purchased. Click on Products > Software > Licensing > O365 CSP

8. Search for the Product and Purchase accordingly. This will require a PO number, please get it from the relevant orderindex spreadsheet in \\work.local\itsupport\Global\Accounts

 -End of Article

 

 

How to Access a Mimecast Discovery Case


link

ID: 115005789649

Created at: 2017-12-04T12:32:52Z

See attached Document which can be sent to staff that need to access a Mimecast Discovery Case.

Mimecast - Malicious / Phishing Email Action


link

ID: 115005772009

Created at: 2017-11-30T12:45:54Z


On report from a staff member of receiving a potentially malicious email the following steps should be taken:

- Use Mimecast Tracking to establish who the Email was sent to as often this wont be isolated to a staff member



- You can then export the list of recipients by clicking Export Data:



- Add the malicious sender to the Blocked Senders Profile group in Mimecast to prevent any further emails coming in from them:



- If the malicious / phishing email contained a URL within the body of the email then this needs to be blocked in URL Protect Managed URL's:



- Use the URL Decoder to convert the re-written Mimecast URL to the original URL:



- Enter the rewritten URL and click Submit, this will then give you the original URL. Click the Add Decoded URL to Block button:



- Click on Logs to establish if anybody had clicked the URL prior to you blocking:



- Enter the URL into search (Remove any prefixes) and click the Search Icon to show if any staff have clicked on the URL. If they have you will see if Mimecast allowed the link at the time of the click in the Action field. If there are any that have been allowed the staff member should be contacted immediately to determine if they have entered any credentials / downloaded any files. If these are all Block you can disregard as Mimecast has not allowed any staff to click on the URL:


- If the malicious URL is within a PDF (Cant be written by Mimecast URL Protect) then you will need to block it on Bluecoat. Click Content Filtering / Policy / Blocked Domains/URLs:



- Click New:


- Enter the Original URL, add a comment and click Add Domains/URLs:



- Click Activate:



- Create a report in Bluecoat to check if any staff already clicked on the link by clicking on Reports and then Web Browsing per User:

- Customise the report options for the date and website required and click Run Report:



- You will then get a list of the staff members that have clicked on the link from within the PDF who should be contacted immediately to determine if they have entered any credentials / downloaded any files:



- A communication should be sent to the staff that received the malicious / phishing email to ask them to delete the email and contact IT Support immediately if they have clicked and links / entered any credentials.

If a staff member has entered any credentials then their AD account password should be reset immediately.

If a staff member has clicked on a malicious / Phishing link then a Full AV Scan should be run on their Computer / Citrix Server

- A Zendesk Security Incident should be raised about the event including all information about it and remediation that was completed.

- The malicious / phishing email should be reported to Mimecast via Tracking:



- If it a phishing email that could be easily replicated but sent from another email address / use different URL's then a Content Examination Policy should be setup in Mimecast to detect similar emails in the future and hold them:





 

Mimecast - Malicious / Phishing Email Action


link

ID: 115005771869

Created at: 2017-11-30T12:38:21Z


On report from a staff member of receiving a potentially malicious email the following steps should be taken:

- Use Mimecast Tracking to establish who the Email was sent to as often this wont be isolated to a staff member



- You can then export the list of recipients by clicking Export Data:



- Add the malicious sender to the Blocked Senders Profile group in Mimecast to prevent any further emails coming in from them:



- If the malicious / phishing email contained a URL within the body of the email then this needs to be blocked in URL Protect Managed URL's:



- Use the URL Decoder to convert the re-written Mimecast URL to the original URL:





Block URL in Bluecoat
Report in Mimecast to see who clicked link
Report in Bluecoat to see who clicked link

Full AV Scan

Raise Zendesk Security Incident

Content Examination Policy for similar emails

SLDAP Setup for Mimecast / Intranet


link

ID: 115005771349

Created at: 2017-11-30T11:47:23Z

For setting up SLDAP for use with Mimecast / Intranet you will need an available external IP to be used for a NAT and then configure the below firewall rule to allow traffic to pass over Port 636:

Below Interact & Mimecast SLDAP IPs --> TCP 636 (SLDAP) --> Available External IP Address --NAT--> Domain Controller

Interact SLDAP IP's: 52.31.52.93 and 178.255.66.130
Mimecast SLDAP IP's: 195.130.217.0/24, 91.220.42.0/24 and 185.58.84.0/22

Create an SSL certificate with an External Certificate Authority (e.g. Globalsign). The convention used is sldap.vistra.com prefixed with the country code (e.g jersldap.vistra.com) as the Common Name for the SSL

 

Install the certificate into the NTDS\Personal store on the Domain Controller:

Create an external DNS record to match the Common Name of the SSL certificate which points at an available External Public IP on your firewall

 

Setup an OU in Active Directory called ‘Intranet Groups’

Setup a user account to be used for the SLDAP sync (e.g. svcsldap) which is just a domain user

When this is setup, you will need the following details so that the connectors can be configure on Interact / Mimecast:

Domain LDAP path (e.g. dc=test,dc=co,dc=uk).  
Interact Groups LDAP path (e.g. OU=Intranet Groups,dc=test,dc=co,dc=uk)  
Common Name of the SSL certificate  
Domain Name  
Functional level of domain  
SLDAP Windows Username (with Domain User privileges).  
SLDAP Windows User Distinguished Name (e.g. CN=svcsldap,OU=Users,dc=test,dc=co,dc=uk)  
SLDAP Windows User Password (To be provided over the phone or via SMS)

To add the SLDAP connection to Mimecast, Login to Admin Console and then click Administration / Services / Directory Synchronization:



Click New Directory Connector Button:



Fill out the required information and tick the check box and then click on Test Connection. If successful then Save and Exit the new connector:



To add the SLDAP connection to Interact Click on Settings / Application Settings:



Click on Manage People:



Click Manage Profile Sources:

 

Click Active Directory:


Enter Connector information on all tabs (Review existing work.local connector for settings):
Note. in the Group Distinguished Name field, remove the Base DN from the full path



Click to Test the new connector and you should receive a tick:




 

MYS - ISP Telekom Malaysia


link

ID: 115005760829

Created at: 2017-11-29T04:13:59Z

Account Number: 1031276684

Technical Support: +603 2241 1290

Caseware configuration (AMS)


link

ID: 115005753145

Created at: 2017-11-27T17:30:40Z

This page contains information about how Caseware was set up. In case of issues, you should be able to do basic troubleshooting.

Caseware is a streamed app installed on AMSSRVCTX010. It uses AMSSRVCW002 (Smartsync Server) as a file repository. This way users can work together on files. 

There are 2 security groups. Depending on where the user is located you choose the correct one (Amsterdam or Rotterdam).

 

On AMSSRVCW002 there is a folder located on the E:\ with 2 folders. One for Rotterdam users and one is for the Amsterdam users. The security groups below determine who should have access to which folder. By default, if a user is located in Amsterdam he should have access to only the Amsterdam files, vice versa. 

Security - Rotterdam Caseware (Applies 2 GPO's located on OU=Terminal Servers,OU=Amsterdam,OU=Vistra,DC=work,DC=local)

- Vistra - Rotterdam - User - Mapped Network Drives (Caseware) (Mounts a W:\ drive for the user which is pointing to \\amssrvcw002\cwnlrtm$ (E:\Caseware\CWLIB\CWNLRTM))

Vistra - Rotterdam - User - Caseware Registry Settings (Applies 3 registry entries which determine the settings for the Caseware tool and which Smartsync server caseware should connect to.)

Security - Amsterdam Caseware (Applies 2 GPO'slocated on OU=Workstations,OU=Amsterdam,OU=Vistra,DC=work,DC=local)

- Vistra - Amsterdam - User - Mapped Network Drives (Caseware) (Mounts a W:\ drive for the user which is pointing to \\amssrvcw002\cwnlams$ (E:\Caseware\CWLIB\CWNLAMS))

Vistra - Amsterdam - User - Caseware Registry Settings (Applies 3 registry entries which determine the settings for the Caseware tool and which Smartsync server caseware should connect to.)

Caseware streams 3 other applications to the users. See below. 

Caseware - Explorer: Users need to be able to drag and drop files in caseware. Since it's a streaming app it's not possible to drag files from your local machine to it. So you need to the explorer that is streamed from the server. 

Caseware- Region Settings: Users need to be able to change the comma and dot settings for the docs. They can do this with the Region and Language settings 

 

Further details:

- The smartsync server is setup using the SVCCW account. If something is not working please make sure this account is unlocked. 

- On the AMSSRVCW002 server, there are 2 services that are important for a good running Caseware. Make sure these services are always running. If Caseware is not able to connect to smartsync you might need to restart one of these. 

- Caseware information/support can be found here: https://support.caseware.nl/hc/nl 

 

 

 

 

HPE Contact details


link

ID: 115005743849

Created at: 2017-11-27T11:49:52Z

HPE Netherlands:

 

+31205040666

0900 115 0000

 

Mimecast Leavers Process - On Premise


link

ID: 115005613425

Created at: 2017-11-07T15:46:20Z

Hi all,

Please find below the new proposed leavers process for On-Premise work.local Exchange users.

Please ask your teams to start running with this and advise if there are any updates / additional items required. I will also add this into a Zendesk KB article which can be updated as required. When we have the IAM solution rolled out, we will be able to automate a lot of the items below.

Further processes will follow for O365 leavers and non-integrated office leavers.

 

Leavers Process – Email – On Premise work.local Exchange User

 

Sharefile Admin Guide


link

ID: 115005525989

Created at: 2017-10-31T15:23:14Z

Sharefile admin guide attached.

QuickBooks ZRH Office


link

ID: 115005462489

Created at: 2017-10-24T10:03:30Z

Philipp Marzohl / Claudia Beroggi are using Quickbooks via a web interface in Zurich.

 

They access via this link:

 

https://uk.qbo.intuit.com/app/homepage?launchSetup=false 

 

 

They then have to enter their login details to log into the system (which is web based.)

 

To get one of these accounts, new users must contact Quickbooks directly themselves or speak to Claudia or Philipp to get info on this.

 

The following sites were bypassed in McAfee DLP to allow upload to quickbooks:

 

https://zion.qbo.intuit.com

https://uk.qbo.intuit.com 

 

 

 

 

Sage 50 Accounts - Resolve Performance Issue with Application


link

ID: 115005362709

Created at: 2017-10-13T14:59:45Z

Should the London accounts team submit any cases in regards to Sage 50 Accounts taking a long time to open, or is running really slow, please use the following to resolve:

Note: You will need to ensure all users are out of Sage before you continue, otherwise you will run the risk of corrupting Sage data, I would suggest to call the user who has reported the issue and ask them to confirm that everyone is out of Sage before you continue to be safe.

 

Log in to LDNSRVFS001, and open up services. You will need to find the following 2 services:

Stop the 'Control' service first, and then stop the 'Service' service second, this always fails to stop, so you will need to use the following command in CMD (elevated): taskkill /f /pid:<enter PID number here>.

          

You can find the PID number of any service that is running in Task Manager:

          

 

Once both services are stopped PLEASE ENSURE you start the 'Service' service first, and then the 'Control' service second. Once both are up and running again, you can instruct the accounts team to use Sage 50 Accounts again.

 

Manual Report Export From Viewpoint


link

ID: 115005365085

Created at: 2017-10-13T14:07:52Z

If exporting data from Viewpoint in to Excel fails, I have provided a work around.

When exporting data, ensure that the settings match the screenshot below:

         

This will copy the exported data to the clipboard. Now open up a new Excel Workbook, right click on the first empty field (A1) and click 'Paste Special...':

 

                          

 

Then on the following window that appears select the source as 'Text', and then Click 'OK':

 

            

This will paste the exported data in to its correct format.

 

 

Policy Hub Helpdesk Contact


link

ID: 115005319489

Created at: 2017-10-11T06:00:04Z

Contact the following if helpdesk support is needed for Policy Hub

 

HT.helpdesk@mitratech.com

Reset phone to default factory settings (Cisco CP-7841)


link

ID: 115005278629

Created at: 2017-10-05T08:38:31Z

How to perform Factory Reset from Phone Menu for Cisco model CP-7841:

To perform a factory reset of a phone cisco ,

Procedure

Step 1   Press Applications.

Step 2   Choose Admin Settings > Reset Settings > All.

If required, unlock the phone options.

 

Alternative option:

Factory reset without using the phone interface.

Step 1  unplug the phone from its source of power.

Step 2 Wait for 10 seconds.

Step 3 plug the phone back into the power source while holding the # key

Step 4 When the mobility extension buttons flash green then press 123456789*0# in sequence.

Note Do not disconnect the phone during this process.

 

Regards

Toby

Firmware update Nimble


link

ID: 115005277729

Created at: 2017-10-05T07:30:11Z

This sheet is created to be used for Quarterly task T39.

 

1. Open Internet Explorer and browse to the Nimble webinterface (check PM for login credentials)

2. Go to administration -> software:

 

3. This is the overview of the currently installed Firmware version. Click on download to get the latest firmware version. Once downloaded, create a Request for Change to plan the update. Click on update once approved and monitor the process. 

*Please note that using the download button you will get the InProduction firmware versions. If you do not get the latest version, please contact Nimble support -> Please see step 4

4.They can provide a direct link to download the firmware. Once you've downloaded the firmware, you can manually upload by using the upload button. Please see below screenshots to manually upload the firmware. Once uploaded you can click on update to perform the update.

 

VPM 16 System Requirements


link

ID: 115005281445

Created at: 2017-10-04T22:15:06Z

Q4 2017 - Quarterly Task T41 - Clear Checkpoints on Hyper-V hosts


link

ID: 115005275309

Created at: 2017-10-04T16:10:56Z

1. Select a Hyper-V node

2. Select the VM that has checkpoints. You can check them one by one. Or use the report tool: http://amssrvreport001/report/menu.php

3. Right-click on the top Checkpoint

4. Delete the Subtree. This will delete all the checkpoints there is. 

LUX - Caseware


link

ID: 115005271609

Created at: 2017-10-04T12:29:52Z

 

OF Caseware contacts:

PragmaTools Support
support@pragmatools.com

Joep van Amelsfort
joep@pragmatools.com

Local IT Support Contact


link

ID: 115005207949

Created at: 2017-10-02T04:24:16Z

Group: O365 Synced OU's in work.local & how to add an additional OU


link

ID: 115005205385

Created at: 2017-10-02T03:36:31Z

This list is progressive as deployment of O365 products continues:

work.local/Vistra/_IT Users
work.local/Vistra/Amsterdam/3rd Party - Mckinsey
work.local/Vistra/Amsterdam/Distribution Groups - O365
work.local/Vistra/Amsterdam/Users
work.local/Vistra/Amsterdam/Users/BSS
work.local/Vistra/Bristol/Users - O365
work.local/Vistra/Bristol/Distribution Groups- O365
work.local/Vistra/CEE/Users
work.local/Vistra/CEE/Users/VFS
work.local/Vistra/Curacao/Contacts
work.local/Vistra/Curacao/Distribution Groups
work.local/Vistra/Curacao/Leavers - O365
work.local/Vistra/Curacao/Shared Mailboxes
work.local/Vistra/Curacao/Users
work.local/Vistra/Cyprus/Distribution Groups - O365
work.local/Vistra/Cyprus/Users
work.local/Vistra/Cyprus/Users/Jordans
work.local/Vistra/Cyprus/Users/OF
work.local/Vistra/Frankfurt/Service Accounts
work.local/Vistra/Hong Kong/Users
work.local/Vistra/Hong Kong/Users/OF
work.local/Vistra/India/Contacts
work.local/Vistra/India/Distribution Groups - UJWAL
work.local/Vistra/India/Distribution Groups
work.local/Vistra/India/Leavers
work.local/Vistra/India/Leavers - UJWAL
work.local/Vistra/India/Shared Mailboxes
work.local/Vistra/India/Users
work.local/Vistra/India/Users - UJWAL
work.local/Vistra/Jersey Group Management/Users
work.local/Vistra/London/Users
work.local/Vistra/London/Users/OF
work.local/Vistra/London/Users/USA2Europe
work.local/Vistra/Luxembourg/Users/_OF
work.local/Vistra/Luxembourg/Users/_VL
work.local/Vistra/Mauritius/Distribution Groups
work.local/Vistra/Mauritius/Leavers - O365
work.local/Vistra/Mauritius/Security Groups/Mailbox Access
work.local/Vistra/Mauritius/Shared Mailboxes
work.local/Vistra/Mauritius/Users
work.local/Vistra/Seychelles/Distribution Groups
work.local/Vistra/Seychelles/Shared Mailboxes
work.local/Vistra/Seychelles/Users
work.local/Vistra/Sydney/Contacts
work.local/Vistra/Sydney/Distribution Groups
work.local/Vistra/Sydney/Leavers
work.local/Service Accounts/_O365 Vistra Tenant
work.local/OIL/BVI/Distribution Groups
work.local/OIL/BVI/Users
work.local/OIL/Hong Kong/Users
work.local/OIL/Hong Kong/Users/BSS
work.local/OIL/Hong Kong/Users/IT
work.local/OIL/Shanghai/Users/IT
work.local/OIL/Singapore/Users/IT
work.local/Orangefield/Soest/Users O365


*************************************************************************
To Add an additional OU please carry out the following:

Login to AMSSRVADFS001
Open Azure Synchronization Service Manager
Click on the Connectors, Right Click on the work.local connector and select Properties:



Select Configure Directory Partitions and click on Containers:


Enter the password for svcazure and click OK:


Select the OU that you would like to sync and Click OK, Click OK:


Open Active Directory Module for Windows PowerShell and run the following command to set off a sync: Start-ADSyncSyncCycle -PolicyType Delta


You can then either check that this has completed via the Syncronization Service Manager or from the O365 Dashboard:


 

 

Temporary McAfee DLP Bypass


link

ID: 115005146265

Created at: 2017-09-25T11:06:24Z

To temporarily disable DLP on a specific machine to allow USB or upload access for a non-specific

 

Log into https://amssrvepo001:8443 via your browser.

(For Swiss offices use https://zrhsrvepo01:8443, for Luxembourg use https://luxsrvepo01:8443)

 

Go to Menu>Help Desk

 

On the next page, complete the User's name, email address, workstation number and the reason for the bypass.

 

Then, On the target workstation/server, right-click on the McAfee Agent system tray icon, choose 'Manage Features' then 'DLP Endpoint Console'

 

**NOTE**

If this is not visible (usually because you are connected to the machine via RDP) then navigate to :

C:\Program Files\McAfee\Agent and open a command window from that location.

Then type: cmdagent.exe /s and hit enter. This will launch the McAfee agent status monitor and make the agent visible in the system tray.

 

You can find the name of the policy & the Revision ID from the Endpoint Configuration part on the 'about' tab.

Then, click on 'Tasks' and copy the identification code into the Help Desk window.

 

**Important**

Before you click 'Generate Code' make sure to set the bypass duration to the appropriate time. This defines how long DLP will remain disabled for, and needs to be set to the least required time.

 

Once you generate the code, copy it into the 'Release Code' field in the Enpoint Console on the user's machine, then click 'Start Bypass'

DLP will remain in bypass mode for the amount of time specified in the Help Desk tool.

 

 

If you have any questions about this, contact Amsterdam IT on +31 88 560 9900

4.5 - Procedures - Incident Response Procedure - v.2.0


link

ID: 115005146789

Created at: 2017-09-25T08:43:49Z

4.5 - Procedures - Incident Response Procedure - v.2.0

VC - Polycom RealPresence


link

ID: 115005130905

Created at: 2017-09-22T13:28:24Z

Support: https://www.qconferencing.net/

Kantoor Amsterdam
Muiderstraatweg 15F
1111 PS Diemen
E-mail: info@qconferencing.net
Telefoon: +31 (0)20 6080055

 

Login details VC's

Username: admin

Password: 135790

 

MacBook & Security Setup


link

ID: 115005106165

Created at: 2017-09-20T09:07:15Z

When setting up a new Macbook for a user, follow the below steps. It is important these steps are completed BEFORE the user is given the device & adds an iCloud/iTunes account to it:

 

Initial Config

During initial config of the device, set the language to English and set appropriate time zone when prompted.

 

 

When prompted to sign-in to an Apple account, choose the option 'Don't sign in'

 

Create the user with the windows username of the person to whom the device will be given, and then set the password to the standard Vistra login of 'LetMeIn' - the user will change this when they connect their Apple account to the device.

 

Once initial setup is completed, the following MUST be done:

 

Security

Go to https://vistra.sharefile.com and download the McAfee Endpoint Security for Mac package which is located in: Shared Folders>IT Support>Laptop Setup (login details in the Password Manager)

 

Install the package, you may have to enter the login password for the Mac to allow the Safari addin to be installed.

 

You will then need to activate FileVault (file encryption for Mac) to do this, click the apple icon in the top-left of the screen and go to System Preferences.

Choose "Security & Privacy" and then "FileVault"

Click on the lock in bottom-left of the window, and then enter the MacBook password to unlock.

Click the 'Turn on FileVault' button and then DO NOT CHOOSE TO STORE THE ENCRYPTION KEY WITH APPLE. 

Make a note of the encryption key and upload it to Sharefile in: Shared Folders>IT Support>Laptop Setup>McAfee Offline Encryption>Encryption Keys

 

The encryption will continue in the background after a restart, while you work.

 

Citrix Install

 

Go to receiver.citrix.com then download & install the Citrix Receiver for Mac

 

Then create bookmarks for the following 2 pages in Safari:

 

https://nlcitrix.vistra.com (or other Citrix link relevant to the user's location)

www.vistra.com/remote 

 

PHP Runner License & Support


link

ID: 115005083545

Created at: 2017-09-18T10:35:20Z

Thank you very much for registering PHPRunner!

Please find your registration code below:

Name: Wendy Ewens
Code: 018700-WPAN1H-NN4XT0-4KBNZ6-NDZHA7-PC6KE7-RJZXNZ-2GNN0U-KH8K87-UCA4NX

You need to download and install the registered version of PHPRunner:
32bit: http://www.asprunner.com/files/webreports/phprunner98-setup.exe
64bit: http://www.asprunner.com/files/webreports/phprunner98-setup64.exe

To download the software use the following:
Username: webreports
Password: web!12~

------------------------------------------------
I also recommend you to check the Templates Pack that includes
Shopping Cart, Calendar and Members templates at
http://www.xlinesoft.com/templates. Using these templates you
can build a fully-functional, completely customizable eCommerce
and intranet websites in matter of minutes.

If you lose your key file and need to re-install this software, just
drop a note to support@xlinesoft.com and I'll send it to you again.

If you need any help using PHPRunner feel free to ask your
questions in PHPRunner forums at http://www.asprunner.com/forums/index.
Our experts are always ready to help.

Vistra Cologne / Munich / Hamburg / Leipzig Email Routing (Optegra)


link

ID: 115005085689

Created at: 2017-09-18T08:29:41Z

Created: 18/09/17
Team Working on Project: Jon Le Page / Ambrus Porcsin / Matthias Thömmes

Due to email routing constraints with the managed Datev data centre solution that Optegra are currently using, we are not able to route outbound emails via Mimecast like we would normally with other integrations. Due to this the email flow will be the following:



The following OU’s created to host mail users for email routing and address book for work.local staff:

These AD following groups are used for the email Routing. Any new starters for these offices should have a Mail User object created in the correct OU above and added to their offices group below:
Email - All Vistra Cologne Contacts
CN=Email - All Vistra Cologne Contacts,OU=Distribution Groups,OU=Cologne,OU=Vistra,DC=work,DC=local
Email - All Vistra Munich Contacts
CN=Email - All Vistra Munich Contacts,OU=Distribution Groups,OU=Munich,OU=Vistra,DC=work,DC=local
Email - All Vistra Hamburg Contacts
CN=Email - All Vistra Hamburg Contacts,OU=Distribution Groups,OU=Hamburg,OU=Vistra,DC=work,DC=local
Email - All Vistra Leipzig Contacts
CN=Email - All Vistra Leipzig Contacts,OU=Distribution Groups,OU=Leipzig,OU=Vistra,DC=work,DC=local


Delivery routes created on legacy Mail Marshal Servers:

Exception added to the Spoofing Rule on Legacy Mail Marshal Servers:



Profile Group created on Mimecast with Optegra.de Addresses to be used in Forwarding Addresses:



Forwarding Addresses created on legacy Mimecast for the Vistra.com Addresses to forward to Optegra.de:



Content Examination Exception added to bypass the Anti Spoofing Rule when coming from the Datev Mailgateway IP addresses:


Greylisting Exception added for the Optegra Email Groups as they are not routing Outbound via Mimecast so wont have built up their Auto-Allow lists:


Impersonation Protect Exception added for Optegra Email Groups when coming from the Datev Mailgateway IP addresses:



Blocked Senders Exception added for Optegra.de due to email forwards that have been setup:




Datev Mailgateways added into the Vistra.com SPF Record due to them not routing outbound via Mimecast:

Viewpoint - How to Implement a New License


link

ID: 115005039389

Created at: 2017-09-12T10:05:56Z

The Business Systems team may receive updated License files from Viewpoint if they purchase additional features or license counts.

When Viewpoint send the license file, they often call this 'vistra viewpoint.lic'. This needs to be renamed to just 'viewpoint.lic' ready for putting in place.

This license file should first be put in place for the Test Viewpoint for the BSS team to check and approve for it to be put live.

Connect to the relevant Test Viewpoint program files, for example:
\\jersrvsql01\vpapps$\JERVIEWPOINTTEST\Program

Rename the existing viewpoint.lic file to viewpointReplaced%Date%.lic

Copy the new 'viewpoint.lic' license file into the Viewpoint Program Directory

Run Viewpoint Database Management from the Viewpoint Program Directory:

Login using the viewpoint username and password:



Credentials can be found here in the password database:



Click on Change License Option from the left navigation bar to view the new license information:



Click on the License Configuration tab to see which features will be added / removed with the new license file and click Apply Changes:



Click OK:



Click OK:



Close Viewpoint Database Management and login to Viewpoint. Click on the Viewpoint tab and select About from the list:

Check that the license has applied and click OK:



Ask the BSS team to test the new license in UAT and approve the change for Live and then repeat the above process for Live.

If there are any issues with the new license file then revert to the previous license file.

Foxnet - Telephony Management - AMS


link

ID: 115005028609

Created at: 2017-09-11T08:33:46Z

Contact Foxnet for internal issues with telephony in AMS

 

Support@foxnet.nl

 

Other contact:

 

b.devos@foxnet.nl - support engineer

F.bruijnes@foxnet.nl - account manager for Foxnet.

 

 

www.foxnet.nl

TeL: +31 (0) 88 83 69 600

 

TELE2 - Telephone line provider AMS


link

ID: 115005028409

Created at: 2017-09-11T08:02:23Z

Refer to this site for updates about known faults:

https://www.tele2.nl/zakelijk/storingen/ 

 

 

 

Reference Number RV/JE/2016/232781-234618

 

Account Manager: Rodney Verkerk

 

 

Rodney Verkerk

Account Manager

Zakelijke Dienstverlening

 

Mobiel +31 (0)6 310 00439

Sales Support: 020-750 1544 optie 3

Customer Care 020-750 9000

How to create local default app in Worksite


link

ID: 115005014525

Created at: 2017-09-08T15:56:43Z

Open Outlook


Click on the "Worksite" tab



Click on "Local Applications"



Click "Add"


Click "Import"


Double click on the first option "Adobe"


Click "Browse" to change the patch from Adobe to Nuance


Browse to "C:\Program Files (x86)\Nuance\Power PDF\bin\NuancePDF" & click "Open"


Make sure "Primary Application" is ticked and complete the process by clicking "Ok"




 




Vistra Skype Account


link

ID: 115005011025

Created at: 2017-09-08T11:22:14Z

Credentials which can be used for regular Skype;

Username:

vistra.trust

Password:

Artsiv1!

 

Zurich Printers Setup (& other offices)


link

ID: 115004930365

Created at: 2017-09-06T11:37:01Z

In Zurich there are 2 kinds of printers. Those coming from the Print server and the others directly attached to a PC (label printers).

All settings for all printers are the same:

These settings were asked to be in place by Bruno Sidler to all printers.

Print server: ZRHSRVDC001

IPs of all Printers in the Print Server:

 

There are 5 Canon Printers using the following Driver:

Canon Generic Plus UFR II

 

There are 6 HP Printers using the following Driver:

HP Universal Printing PCL 6

 

 

There is 3 Brother Printer using the following Driver:

Brother HL-3170CDW series

All Drivers got updated since Microsoft nowadays is forcing all printer vendors to create Signed Drivers and package-aware.

Without these type of drivers you probably get this:

For Vendors that do not update their drivers, there is a way through GPO to disable that popup.

In addition to update drivers I have performed the following tasks to the print server:

Since there was no GPO for Printers and all users had it manually connected I had to create a GPO for it.

GPO:

Vistra - Zurich - User Printers

Computer Settings (These settings will make sure about non-aware package drivers to be silently installed.

Computer settings:

Names of Print server and ZRHWRKXXX that have brother printer's shared on them have been added to following strings in the policy.

 

User Settings:

All printers are created and there are groups defined per printer to allow a user / group of users to have it assigned to its own PC. Those groups are under the OU named Printers.

 

For example:

If a user needs the printer ZRHPRN001:

You need to add that user to the group:

 

The user then needs to log off and log back in to get the membership of that group and printer will be added automatically.

 

Regarding the Label printers, there are two computers at this moment with those printers shared on the network.

ZRHWRK043 and ZRHWRK045

If someone needs access to those printers, like above, you add them to the relevant security group:

This method is applied in Zurich, Geneva, Malta, BVI, Antwerp

 

 

Australia - Internet Service Provider (TPG)


link

ID: 115004932789

Created at: 2017-09-06T07:31:00Z

VFR Customer Number: 2000038649

Helpdesk:

P: +61 1300347576

Account Manager:

Simon Mccartney

Simon.McCartney@tpgtelecom.com.au

Australia - Local IT Support (Quorom)


link

ID: 115004927665

Created at: 2017-09-06T07:28:15Z

Helpdesk:

Quorum Service Desk <servicedesk@qsit.com.au>

Helpdesk Manager:

Ryan Taylor

ryan.taylor@quorumsystems.com.au

M +61 410 290 816   P +61 2 8908 2919

General Manager:

Matthew Brotherson

matthew.brotherson@quorumsystems.com.au

M +61 421 050 238   P +61 2 8908 2910

Install & User of Bomgar Remote Support Tool


link

ID: 115004867929

Created at: 2017-09-04T12:35:56Z

Bomgar Remote Support  - IT User’s Guide.

 

Setup of the representative console.

 

Go to https://nlremotesupport.vistra.com/login , then login with your Vistra IT admin account.

Go to the ‘My Account’ tab and download the Bomgar representative console:

During installation, install the Bomgar display driver when given the option.

Once installed, you can then log into the tool using the Vistra IT admin account.

 


 

Connecting to Workstations

There a several available methods for connecting to a workstation using Bomgar, 3 of these are explained below.

Method 1 – Jump

The main screen of the console is split into 2 main parts:- the top half of the screens contains the connection queues and displays any currently active sessions.

The bottom half of the screen displays the jump clients installed on the endpoints. Click ‘refresh’to update the display with the currently active clients.

To use the ‘Jump’method simply double-click on the desired workstation in the list. The user will receive a pop-up on their screen informing them that you are trying to connect to their workstation. They will need to click ‘allow’ before you will be able to see their screen.

 

Method 2 – Jump To

At the top of the screen in the console, you will see the ‘Jump To’ button.

Click this, then change the ‘Jumpoint’to the location closest to the office you want to connec to. Then, enter the hostname of the workstation (ie. UKBRSWRK013) and click ‘Jump’, you will then need to enter credentials with admin access to the specified workstation. Again, the end user will need to allow the connection.


 

Method 3 – Remote support link.

You can email the end user a remote support link using the console. To do this, click the ‘Start’button in the top-left corner of the representaive console.

You should see this screen:

 

Click on the ‘email’ button to send a link directly to the user.

You’ll notice you can also access the other Jump methods from this start button. If for any reason you are not able to start the connection with the workstation, the user’s can go to https://nlremotesupport.vistra.com to initiate the connection from their side.

 

Once connected, you will have full access to the workstation and Bomgar will keep the connection alive if you need to reboot the machine you’re connected to.

How to Image/Re-Image a PC using WDS


link

ID: 115004833045

Created at: 2017-09-01T09:42:11Z

- Turn on PC:


- Press F12 intill you face the "One Time Boot Menu"

- Click on "Onboard NIC"

IMG_2570.JPG


The PC will then connect to JERSRVWDS01 and pull down the boot image file
IMG_2564.JPG

Setup will begin
IMG_2565.JPG

Change Locale from "US" to "United Kingdom"
IMG_2566.JPG

Enter your admin credentials (Make sure you enter work\ before your username)


Pick the image you would like to use on the PC:
JERWRK - Jersey Image
VGMLWRK - VGML Image
Blank PC - Clean Image
IMG_2568.JPG

The PC will then start to image and this will take around 10/15 minutes.
IMG_2569.JPG




You will then be logged in with the Europe-IT account automatically and the batch file with all the installations will run (This will take a further 5 minutes to run and install)





Once the batch file has been ran change the PC object name from JERWRK009 to the PC name which is labelled on the sticker on the top of the PC.












Restart the PC and the imaging process is complete, shut down the machine and the PC is ready to go.






 

FRA - Datev


link

ID: 115004827565

Created at: 2017-08-31T14:14:23Z

Datev lately has been updated to windows 2016 server by the vendor. It causes some issue while setting the account for outlook. In the attachments you can find an instruction and required files

 

Connection to Datev.

create a shortcut to the server of DATEV of the staff's desktop:

http://dcsgvistra.geiger-bdt.de/

Datev01.png

withing the Citrix session for Datev, please enter the O365 details for Outlook 2013

Datev02.png

user is invoicing.fra with invoicing.fra@vistra.com as email address.
The password can be found in the password manager

Chrome not launching in Citrix


link

ID: 115004824369

Created at: 2017-08-31T09:34:47Z

Chrome version 58 & above need to have API hooks disabled in order to work properly in Citrix XenApp 6.5 or later.

 

To disable this, open regedit on the affected Citrix server, go to HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\CtxHook

 

 

Add a string value named ExcludedImageNames 

Add the value chrome.exe,nacl64.exe

 

 

 

Chrome should then launch without issue.

ZRH - Colt DataCenter


link

ID: 115004821125

Created at: 2017-08-31T08:05:55Z

Colt Datacenter
Badenerstrasse 820
8048 Zurich
Switzerland

 

Account Number: A0190019

Rack ID: 2317

 

Support Tel:
0800 560 560
+ 41 (44) 560 07 20 20

 

Technology Customer Service
TechnicalSupport.CH@colt.net

Billing and account enquiries
CustomerServiceEnquiries@colt.net

 To announce a delivery to the Zurich datacentre, email colo.dcsd@colt.net 

 

Germany

0800 18 222 33 / + 49 69 56606 9000

TechnicalSupport.DE@colt.net

 

UK

0800 358 3999 / +44 203 140 2185

TechnicalSupport.UK@colt.net

Group - IT Emergency Out of Hours Number


link

ID: 115004640529

Created at: 2017-08-23T22:51:41Z

Monday to Friday 18:30 CET - 23:00 CET

Saturday to Sunday 07:00 CET – 16:00 CET

 

This is only to be used for emergency IT instances.  If any issues can wait until normal working hours then please send an email to itsupport@vistra.com.

 

The on call IT emergency telephone number: +31 88 560 9911

 

This number is also given in the recorded message when calling the Amsterdam IT team out of working hours.

 

 

Active Sync on MacOS


link

ID: 115004636345

Created at: 2017-08-23T12:32:35Z

If you want to setup an Exchange account on a MacBook please disable the Auto-discover. Here is how to do this:

 

Disable Exchange Autodiscover on Outlook

While Autodiscover with Microsoft Exchange can be great, sometimes a company can have a rather difficult DNS setup. Maybe it's their use of internal and external DNS servers with different IP addresses and hostnames for the mail server if you're on the network (in the office) versus when you're not. This can wreak havoc on Outlook's autodiscover feature. To disable Autodiscover, close Outlook completely, launch AppleScript, and type the follwing command (be sure to change AccountName to the profile name in Outlook.

tell application "Microsoft Outlook"
set background autodiscover of exchange account "AccountName" to false
end tell

After you hit the play button to run it, you can close AppleScript and reopen Outlook. Autodiscover will now be disabled so whatever server settings you put in, will stay.

 

https://stackengineer.com/macos/disable-exchange-autodiscover-outlook.html

 

 

Dubai Quickbooks 2017 License


link

ID: 115004630965

Created at: 2017-08-23T08:02:37Z

Dubai_QuickBooks_Activation.PNG

 

"C:\Program Files (x86)\Intuit\QuickBooks 2017\QBW32.exe" 

Cyprus - Viewpoint Nirvana Setup


link

ID: 115004561025

Created at: 2017-08-18T14:56:52Z

Please be aware that I have now setup the Cyprus Viewpoint Nirvana environments ready for the BSS team to start working with.

Note, this Nirvana database will note be used staff in Cyprus at this time and Unity remains the Live database for staff to carry out their day to day work.

Access to open this Viewpoint Nirvana environment is controlled with the following security group: Application - Cyprus Viewpoint Users

When a staff member is part of the above group they will then be presented with the two Citrix Published apps below to access the environments. For Go-Live, staff in the Cyprus office will access this from their Start Menu and launch locally rather than via Citrix:

*******************************************************************************************************************************************************************************

The Viewpoint Launch Path Directories for both the Live and Test Nirvana are in the following location:

Live: \\cypsrvsql001\vpapps$\CYPVIEWPOINT\Program\ViewPoint.Win.exe
Test: \\cypsrvsql001\vpapps$\CYPVIEWPOINTTEST\Program\ViewPoint.Win.exe

*******************************************************************************************************************************************************************************

To identify whether a staff member is using the Live or Test environment look at the menu bars. If it is yellow as bellow the staff member is in TEST, which can also be identified by the bottom status bar which displays the environment name and also SQL Instance / Database:

********************************************************************************************

These are the SQL databases that are used for the Live and Test instances of Cyprus Nirvana Viewpoint:

********************************************************************************************

The Viewpoint Reports SSRS Site can be accessed from the following link: http://cypsrvsql001/Reports_CYPVIEWPOINTSSRS

Access to the site requires for the staff member to be part of the Viewpoint Security group Application - Cyprus Viewpoint Users and then access to sub folders is controlled by the following groups:

Application - CYP Viewpoint SSRS - Accounts Report Access
Application - CYP Viewpoint SSRS - Administrators Report Access
Application - CYP Viewpoint SSRS - Chargeability Reports Access
Application - CYP Viewpoint SSRS - Compliance Reports Access
Application - CYP Viewpoint SSRS - Finance Reports Access
Application - CYP Viewpoint SSRS - Test Users

Any modification to these AD groups should come via a request from the BSS team to ensure that the staff member is suitable for access to the specific reports.

 

 

Jersey - Viewpoint Nirvana Setup


link

ID: 115004560449

Created at: 2017-08-18T14:52:28Z


Please be aware that I have now setup the Jersey Viewpoint Nirvana environments ready for the BSS team to start working with.

Note, this Nirvana database will note be used staff in Jersey at this time and the existing Viewpoint (JERSRVSQL01\JERVIEWPOINT) remains the Live database for staff to carry out their day to day work.

Access to open this Viewpoint Nirvana environment is controlled with the following security group: Application - Jersey Viewpoint Nirvana Users

When a staff member is part of the above group they will then be presented with the two Citrix Published apps below to access the environments. For Go-Live, staff in the Jersey office will access this from their Start Menu and launch locally rather than via Citrix:

***************************************************************************************
The Viewpoint Launch Path Directories for both the Live and Test Nirvana are in the following location:

Live: \\jersrvsql001\vpapps$\JERVIEWPOINT\Program\ViewPoint.Win.exe
Test: \\jersrvsql001\vpapps$\JERVIEWPOINTTEST\Program\ViewPoint.Win.exe 

*****************************************************************************************

To identify whether a staff member is using the Live or Test environment look at the menu bars. If it is yellow as bellow the staff member is in TEST, which can also be identified by the bottom status bar which displays the environment name and also SQL Instance / Database. Note that the Nirvana Live is currently green due to Jersey already using Viewpoint, this will be changed to white when this new environment goes live:

*******************************************************************************************************************************************************************************

These are the SQL databases that are used for the Live and Test instances of Jersey Nirvana Viewpoint:

********************************************************************************************************************************************************************************

The Viewpoint Reports SSRS Site can be accessed from the following link: http://jersrvsql001/Reports_JERVIEWPOINTSSRS

Access to the site requires for the staff member to be part of the Viewpoint Security group Application - Jersey Viewpoint Nirvana Users and then access to sub folders is controlled by the following groups:

Application - JER Nirvana SSRS - Accounts Report Access
Application - JER Nirvana SSRS - Administrators Report Access
Application - JER Nirvana SSRS - Chargeability Reports Access
Application - JER Nirvana SSRS - Compliance Reports Access
Application - JER Nirvana SSRS - Finance Reports Access
Application - JER Nirvana SSRS - Test Users

Any modification to these AD groups should come via a request from the BSS team to ensure that the staff member is suitable for access to the specific reports.

 




AIS Business Application Support Procedures and Contacts


link

ID: 115004539189

Created at: 2017-08-16T23:17:52Z

VPM Support

 

Steps to contact VPM support

Immediate Help – 8 am-7 pm EST/EDT

Email help requests after 7pm EST/EDT are returned by 9 am EST/EDT next day

Immediate Help – 7 pm-8 am EST/EDT


 

Eze Support

Steps to contact Eze support

General Help

Immediate Help             

Planned Help – for Implementation only

 

 

Finomial (MyFunds) Support

 

Steps to contact Finomial support

Immediate Help – 9 am-6 pm EST/EDT

Immediate Help – 6 pm-9 am EST/EDT

 

VPM Server Environment


link

ID: 115004539069

Created at: 2017-08-16T23:03:40Z

IP Addresses


link

ID: 115004539029

Created at: 2017-08-16T23:01:00Z

Server Applications and their Install Locations


link

ID: 115004541665

Created at: 2017-08-16T22:57:12Z

US Network Map


link

ID: 115004541605

Created at: 2017-08-16T22:51:01Z

LUX - 2gears


link

ID: 115004491325

Created at: 2017-08-11T13:54:47Z

contact for governance.io

 

email support@governance.com
(old support@governance.io)


Tel:

+352 28 86 18 63
+352 28 86 18 71

 

 

Marie Autuori
Head of Professional Services - Governance.com -
marie.autuori@governance.com -
 +352 671 096 709

PeterConnect - Admin Mode


link

ID: 115004477849

Created at: 2017-08-10T12:42:16Z

Initial config for new person:

F1 - 879401
F2 - 879402
main number - +3188560XXXX (receptionist owner)

 

PeterConnect - Admin mode

 

-Open the PeterConnect application. Once opened go to settings - technical settings and press the following key-shortcuts: ctrl + shift + tab.

 

You will be prompted to fill-in a password: 1478

 

You will now be able to change the settings in here.

 

Settings-Per-Tab:

 

Mobile Iron P1 Out of Hours Support Information


link

ID: 115004439049

Created at: 2017-08-04T13:56:03Z

 

Support@infinigate.co.uk
+18452000317 Option 2







HISTORICAL INFO BELOW DO NOT USE!!!!!!

MobileIron P1 out of hours support overview

The P1 out of hours support is an Engineer to Resolution service for MobileIron Critical issues only.

If you experience a critical issue outside of standard business hours (Monday-Friday 9:00-17:30 GMT) call the P1OOH number to speak to an engineer on call.

This on call service is provided 24x7x365.

Standard Business Hours

During the hours of 09:00 to 17:30 Monday to Friday GMT you must log calls via the normal method.

Phone: +44 (0) 2036 515 392

Email: Support@cwsi.ie

Outside Standard Business Hours

Outside of standard business hours you must phone the on call number which is provided below.

Phone: 00353 1 2944806

Email: Not accessible via email

 

Full info attached.

 

Cyprus - Quorum Jordans install/configure


link

ID: 115004423269

Created at: 2017-08-03T08:30:50Z

As of 1st of August 2017, the Quorum database from Jordans has been migrated to the Vistra virtual hosts in Cyprus. The Cyprus office already owns a Quorum instance. Now they have 2 different Quorum databases

 

Install application

**Please note that you do not have to install the client for the Jordans database if the client for the Vistra database has already been installed. Please refer to below if you want to connect to the Jordans database with an existing client

1. Open a web browser on the users pc and navigate to http://jordanscx:3030

2. install the client by clicking Install

3. Once the application has been installed make sure you connect to the right database by filling in the right server name. Leave everything else default

Creating users

Please make sure you have enough licenses before creating users.

1. Login to with the Quorum client using the administrator account. Credentials can be found in password manager

2. Click Maintenance -> Employees. In here you can create as many users as you want.

3. Assign the license by clicking Security Settings -> Green PLUS

4. Select the user that needs to login and fill in required fields like below. Please note that you do not have to fill in level 2 password. Please make sure you tick Enable Corporate and Enable Banking.

Now the user is able to login.

Please note that if you get the following error when pressing save

you do not have enough licenses. Either new licenses need to be bought or you have to discuss with the MD if you can remove existing users from the Security (License) page.

WAVE Troubleshooting Guide and Support Matrix


link

ID: 115004393049

Created at: 2017-08-02T03:41:53Z

FAQ Link:

https://help.mckinseywavesupport.com/Wave_1/Troubleshooting_and_FAQ

Support Email:

support@mckinsey.com

Escalation Team:

Vishesh_Bajaj@mckinsey.com

Shin_Teo@mckinsey.com

Refer to the attached for more troubleshooting information.

Common Operational Issues - US Datacenter


link

ID: 115004392209

Created at: 2017-08-01T21:18:19Z

 Common Operational Issues – US Datacenter

1)      Support Tools accessible via https://uscitrix.vistra.com (using your WORK\username! admin credential)

a.       Powershell ISE

b.      Citrix AppCenter

c.       vSphere Client

d.      VPM15

2)      Common Issues

a.       VPM Rebuild Queue Backlog – High Volume of Fund-specific records to process

                                                               i.      Resolution

1.       Launch VPM15

2.       Login with Username/Password Authentication to appropriate environment (VPM3-15 or VPM6-15)

a.       Username – vpmsupport

b.      Password – Please call +1 212-500-6170

3.       Click the System ribbon, Rebuild Queue button in the upper left corner

4.       Click the magnifying glass

5.       Note the code from the Fund column for the fund causing the backlog

6.       Launch Admin Powershell ISE

7.       Open F:\IT\AIS\Scripts\Powershell\VPM-Slow_Release_Holds-VPM3.ps1

8.       For $DB, enter VPM3 or VPM6 as appropriate to the environment with the backlog

9.       Update the $fnCode variable with the code noted in step 5

10.   Execute.
This script will place all records with that fund code on hold and subsequently enter a loop which will release the holds one by one provided there are no more than 3 non-held records in the queue at a time.  Items for other funds will then be able to jump to the head of the line.

b.      VPM Rebuild Queue Backlog – Process Server Not Running

                                                               i.      Resolution (end-user accessible)

1.       Launch VPM15 (same as above)

2.       Click the System ribbon, Status button in the Process Server section on the left

3.       Click the Start button in the right corner of the Status tab

                                                             ii.      Resolution (admins only, if steps above fail to restart the Rebuild Queue)

1.       Launch Admin VMware

a.       Enter ps-it-admin-01.cac.nnw for IP Address/Name

b.      Check  “Use Windows session credentials”

2.       Open a console window to PS-RB-VPM-15

a.       Username – cacnnw\sungard

b.      Password – Please call +1 212-500-6170

3.       Open services.msc (pinned to taskbar)

4.       Restart service Sungard VPM PS

c.       Bloomberg Console – connection limit reached

                                                               i.      Cause – stale vSphere console session

                                                             ii.      Resolution

1.       Launch Admin VMware

2.       Choose Administration->Sessions

3.       Log off any idle end-user sessions

4.       Please do not log off sessions for any of the following accounts:

a.       CACNNW\svc_Zerto

b.      CACNNW\svc_xenapp

c.       CACNNW\ahill

d.      CACNNW\fmcconnell

e.      Or your own account… J

d.      Citrix sessions – Multiple Concurrent Connection error

                                                               i.      Launch Admin Citrix AppCenter

                                                             ii.      Find and disconnect user’s active session

                                                            iii.      If user still gets the error (does not reconnect to active session), log off the session instead

Cyprus - Tape back-up


link

ID: 115004389065

Created at: 2017-08-01T16:13:26Z

This article is created to explain how to change the tapes within the Cyprus office to ensure smooth back-ups. The daily checks have to reflect with the below (On Friday tape should be inserted and on Monday a new tape should in inserted).

To be done on Friday

To be done on Monday

Every day there will be a tape back-up running. Every Friday Lilia from the Cyprus office has to put in a new tape. This tape has to be labeled as below:

Tape ID : 1 + week-number + year

This back-up will run until Monday and contains 2 tapes. So on Monday the office has to be contacted to make sure the second tape has been inserted. Lilia has to label this tape as:

Tape ID : 2 + week-number + year

Please note that by the end of the month the label from the tape has to be different:

Tape ID: 1 + month + year

Example: Tape 1 July 2017, the tape on Monday should be labeld as Tape 2 July 2017.

 

Please see below tabel. On Tuesday, Wednesday, Thursday Lilia has to fill-in the tape that is labeled with that day (same as in Amsterdam).

Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Ongoing weekly Daily back-up Daily back-up Daily back-up Weekly back-up Ongoing weekly Ongoing weekly

 

Contact details Lilia:

Lilia Akrivopoulou

Vistra (Cyprus) Ltd | Front Desk

Tel: +357 25 817 411

 

*Please see attached document for more info.

McAfee DLP bypass to allow upload to specific URL


link

ID: 115004372629

Created at: 2017-08-01T09:43:38Z

To allow users to upload files to a specific URL follow this guide.

 

**NOTE - Users MUST have approval for this from the appropriate person in their office**

 

Log into https://amssrvepo001:8443 

 

Go to Menu > Policy Catalog, then click on 'Vistra - Client Configuration'

 

Choose 'Web Protection' on the next page, then scroll to the bottom of the right-hand pane.

Fill in the protocol with http or https, then the url (this should be the top-level domain only - for example, vistra.com, not vistra.com/remote)

Click 'Add', then 'Apply Policy' , when the agent on the user's workstation updates policies (this happens once per hour) then they should be able to upload to the site.

 

 

AMS - Create Permanent DLP Bypass for Removable Storage


link

ID: 115004366425

Created at: 2017-08-01T07:04:16Z

This guide details how to permanently bypass a specific USB/Removable storage device for users in the AMS hub / Connected to the AMS EPO.

**NOTE - Users MUST have approval for this from the appropriate person in their office**

Step 1  - Identifying the device

Connect remotely to the user's workstation and then go to this location from their desktop:

\\AMSSRVDC005\NETLOGON\Global\DLP  

 

**Note that you need to replace the server name with whichever domain controller the user authenticates with

 

**Ask the user to unplug the USB device, then plug it back in.**

 

Run 'USBDeview.exe'

 

This tool will show you a history of all devices connected to the workstation, click on the column 'Last Plug/Unplug' to sort the column by most recently connected device.

 

Right-click on the device, click 'Properties', this will show you the information for that device. You can copy and paste from this.

 

Copy the Serial number, the Vendor ID & the Product ID

 

Step 2 - Creating the bypass

 

Log into the Amsterdam EPO: https://amssrvepo001:8443 

 

Go to Menu > Policy Catalog

Make sure that 'Product' is set to Data Loss Prevention 10'

Click on 'Vistra  - DLP Policy'

Then click, 'Vistra - Device Control'

 

Click on 'Block Removable Media'

 

On the next page, click 'Exceptions' and then the 3 dots next to the list of devices:

This brings you to the list of 'allowed' devices, click on 'New Item', then you'll see this screen:

 

 

 

From the categories on the left side, click 'USB (VID/PID Codes) & USB Device Serial Number.

Change the name to something which describes the device best, for example: 'AMS - CommerzBank USB - Roel'

Enter the Vendor ID, Product ID & Serial number you copied earlier from the USBDeview.exe tool, then click 'save' in the bottom-right.

 

This brings you back to the list of allowed devices, make sure your new item is checked, and then click 'OK'.

Click Save again in the bottom right corner.

 

Now, go back to Menu>Policy Catalog> Vistra - DLP Policy. You should then be back on this screen:

As in the screenshot above, you should see that there are pending changes. Click 'Apply Policy'

This screen appears to confirm which policy is being updated, click 'Apply Policy' again:

 

You should then see this screen:

 

The device you added will now be allowed but monitored by McAfee DLP, as soon as the McAfee Agent on the user's workstation updates policies (this happens once per hour) then the user can use the device.

 

NL Viewpoint India - Amsterdam Shared Folder


link

ID: 115004362149

Created at: 2017-07-31T11:19:30Z

For Information, the following share was created for colleagues in India to share data while logged into the NL Viewpoint - India citrix environment

 

Share name is 'VistraIndia$' and it maps to: \\AMSSRVFS001\VistraIndia$ 

 

This has been added to the start menu for the NL Viewpoint Desktop - India as 'Vistra India AMS Share' 

 

 

There is a security group giving read/write access to the share, anyone requiring access needs to be in the following security group: 'Security - Amsterdam - Vistra India Share'

 

 

 

Vistra Sharefile Permissons - Employee Setup


link

ID: 115004334345

Created at: 2017-07-28T13:12:50Z

When creating new Employee’s in Vistra Sharefile please ensure you disable the below permissions for all staff members, below permissions with the arrow next to them need to be disabled If these aren’t changed on employee creation by default they are given the below in yellow permissions by default.

Unfortunately we are unable change the default permissions at this point so this will have to be completed manually when creating the user.

Please also change the storage zone from Public Cloud to Private Cloud (As stated below).

This ensures there that there upload data is stored in our on prem storage zone rather than Sharefiles cloud storage.

Any issues or questions let me know!

Adding Representatives to Bomgar


link

ID: 115004296269

Created at: 2017-07-25T07:17:42Z

To add Representatives to Bomgar Remote Support, do the following:

 

For IT Support users, add to this AD group:

Application - IT - Vistra Group - Bomgar ITreps

 

 

For Business Systems Support users, add to this AD group:

 

Application - IT - Vistra Group - Bomgar BSreps

 

 

Once added, allow time for replication (usually only a few minutes), they can then go to https://nlremotesupport.vistra.com/login to download and install the Bomgar Representative Console.

 

 

See this KB for a guide on using the support console.

LUX - XL Fisc


link

ID: 115004276005

Created at: 2017-07-24T07:27:47Z

Hi,

Please find attached guide for enabling the license for XL fisc

Notes on Worksite Indexer


link

ID: 115004251905

Created at: 2017-07-20T13:08:50Z

 

Please be aware that whilst investigating an issue with the Amsterdam Indexer yesterday with an engineer from Phoenix I found that the issue was due to the version of Java being updated.

 

When installing updates to the Worksite indexers, please leave the Java at version 6 as it seems from version 7 Java no longer has a verify.dll that the Worksite Connector service is looking for and fails without:

 

‪C:\Program Files (x86)\Java\jre6\bin\verify.dll

 

Please also note that there is a specific stop / start order for the Indexer services and if these are not followed can corrupt the search index for Worksite and they will require a full re-index.

 

Service Stop Order:

  1. Worksite SyncTool
  2. Worksite Connector
  3. Worksite Ingestion
  4. Worksite Active DIH
  5. Worksite IDOL
  6. Worksite Active Content Engine
  7. Worksite Content Engine (All) (3-2-1)

 

Reboot the server

 

Service Start Order:

  1. Worksite Content Engine (All) (1-2-3)
  2. Worksite Active Content Engine
  3. Worksite IDOL
  4. Worksite Active DIH
  5. Worksite Ingestion
  6. Worksite Connector
  7. Worksite SyncTool

 

Please notify the BSS team if you are updating the Indexers so that they are aware if staff start reporting issues to them and also carry out worksite searches post installing updates.

Bristol - Viewpoint Nirvana Setup


link

ID: 115004248989

Created at: 2017-07-19T15:22:48Z

Please be aware that I have now setup the Bristol (Jordans) Viewpoint Nirvana environment ready for the office to start testing with prior to integration.

Access to open this Viewpoint Nirvana environment is controlled with the following security group and is currently only available via London’s Citrix Farm. The relevant Bristol office staff will be added after the BSS team have carried out their initial checks: Application - Bristol Viewpoint Users

When a staff member is part of the above group they will then be presented with the two Citrix Published apps below to access the environments. For Go-Live, staff in the Bristol office will access this from their Start Menu and launch locally rather than via Citrix:

*******************************************************************************************************************************************************************************
The Viewpoint Launch Path Directories for both the Live and Test Nirvana are in the following location

Live: \\ldnsrvsql001\vpapps$\BRSVIEWPOINT\Program\ViewPoint.Win.exe
Test: \\ldnsrvsql001\vpapps$\BRSVIEWPOINTTEST_Nirvana\Program\ViewPoint.Win.exe

*******************************************************************************************************************************************************************************
To identify whether a staff member is using the Live or Test environment look at the menu bars. If it is yellow as bellow the staff member is in TEST, which can also be identified by the bottom status bar which displays the environment name and also SQL Instance / Database:

 

*******************************************************************************************************************************************************************************

 These are the SQL databases that are used for the Live and Test instances of Bristol Nirvana Viewpoint:

********************************************************************************************************************************************************************************
The Viewpoint Reports SSRS Site can be accessed from the following link: http://ldnsrvsql001/Reports_BRSVIEWPOINTSSRS

Access to the site requires for the staff member to be part of the Viewpoint Security group Application - Bristol Viewpoint Users and then access to sub folders is controlled by the following groups:

Application - BRS Viewpoint SSRS - Accounts Report Access
Application - BRS Viewpoint SSRS - Administrators Report Access
Application - BRS Viewpoint SSRS - Chargeability Reports Access
Application - BRS Viewpoint SSRS - Compliance Reports Access
Application - BRS Viewpoint SSRS - Finance Reports Access
Application - BRS Viewpoint SSRS - Test Users

Any modification to these AD groups should come via a request from the BSS team to ensure that the staff member is suitable for access to the specific reports.

********************************************************************************************************************************************************************************

 

 

 

Mimecast - Security Matrix


link

ID: 115004241409

Created at: 2017-07-19T09:42:16Z

 

Please find the Mimecast Security Matrix attached which show access levels assigned within Mimecast and which staff are able to perform certain tasks.

P2V - GPT Disk to Hyper-V


link

ID: 115004208745

Created at: 2017-07-17T12:18:34Z

This guide shows how to import GPT formatted disks into Hyper-V.

tl;dr. Hyper-V does not support GPT in boot drives. You will need to remove the boot partition and repair it manually to mbr. To see if you have GPT disk, go to disk management, right click Disk 0 (Or where ever your C:\ is installed on), go to properties, Volumes tab. Look at the Partition Style part.

 

Requirement:
- Server OS .iso
- Workstation with workstation OS
- AOMEI Partition Assistant (www.disk-partition.com)

 

1. P2V the disk to a VHDX or VHD. Use VHDX only if you workstation OS is 8 or higher

2. On a workstation (non-server OS) download and install the trial for AOMEI Partition Assistant (www.disk-partition.com)

3. In Disk management attach your .VHD(X)

4. Start AOMEI Partition Assistant and find your attached VHD(X)

5. Remove everything in front of you main partition

6. Right click your disk and select Rebuild MBR and click on OK

7. Click on Apply on the top left. Then Proceed and click YES

8. Create new VM in Hyper-V and attach the VHD(X). Do not add the NIC yet (just to be sure), also attach Server OS .iso as a disk.

9. Boot from Server OS .iso and choose Repair OS

10. Get to a CMD prompt. There is a different way to get there for each OS. If needed, google it.

11. in the CMD window type the following:
- diskpart
- list disk
- select disk 0
- list partition
- select partition 1
- active
- EXIT

12. Restart VM and boot from .iso again. Get to same CMD prompt as the previous step

13. Type in the following commands:
- bootrec /fixmbr
- bootrec /fixboot
- bootrec /rebuild

14. Say yes when prompted with the question to add installation to boot list

15. Restart server

16. boot from .iso again and go to the CMD prompt and type in the following:
- cd recovery
- startrep

17. If you end up with errors you're probably on server 2012 or above. In this case, you can start booting the OS normally now.

18. Windows will do some registry changes. Let it finish before turning it off again.

 

 

 

(Source: https://www.youtube.com/watch?v=DDaSFRAviq4)

Datacentre Overview


link

ID: 115004171525

Created at: 2017-07-12T21:43:08Z

External IP Overview


link

ID: 115004171465

Created at: 2017-07-12T21:36:51Z

SAI Global LMS: IT Support Process


link

ID: 115004129225

Created at: 2017-07-10T07:35:42Z

Contacting the SAI Global Help Desk

The SAI Global Help Desk can be contacted as follows:

Telephone:  +44 (0)845 6852323

Email: emeasupport@saiglobal.zendesk.com

 

*Refer to the attached for full guide

Soest - IT 3rd Party - Systemhaus Ruhrgebiet


link

ID: 115004128625

Created at: 2017-07-10T06:21:48Z

Contact for new workstations:

Jan Prause
IT-Support

Telefon   +49 2302 98141 11
Fax         +49 2302 98141 19

E-Mail     it-support@systemhaus-ruhrgebiet.de
Website  www.systemhaus-ruhrgebiet.de

Singapore Nimble VH Configuration


link

ID: 115004068745

Created at: 2017-07-06T06:07:16Z

Please see attached

Cyprus Nimble


link

ID: 115004033685

Created at: 2017-07-03T07:16:23Z

Please see attached Nimble configuration with all of the relevant information.

 

Installed on: 30-06-2017

Done by: Joey Kanters / Lloyd Philippus (Team AMS)

Datacentre Info 300617


link

ID: 115004009789

Created at: 2017-06-30T16:19:26Z

Nimble Configs 300617


link

ID: 115004002305

Created at: 2017-06-30T16:13:05Z

Europe Network Diagrams 300617


link

ID: 115004009749

Created at: 2017-06-30T16:09:57Z

Asia Network Diagrams 300617


link

ID: 115004002245

Created at: 2017-06-30T16:06:45Z

PWC Compass - FATCA Entity Analysis Portal


link

ID: 115003808825

Created at: 2017-06-20T15:40:08Z

The PWC Compass tool is used by staff around the group to maintain FATCA classifications and classify new entities as part of their business as usual processes. Compass is a web-enabled solution which supports the classification and maintenance of those classifications, with a full audit history, reducing the risk of penalties or internal audit scrutiny and enabling organisations to have a consistent approach to classification allowing a streamlined response to FATCA / CRS status requests from third party financial institutions.


Server Setup
AMSSRVCMPS001 - SQL Server
     10.30.10.165
     2 x Processor Cores
     16GB RAM
     C: 100 GB
     D: 100 GB
     SQL Backup Location: \\amssrvfs001\sqlbackups$\AMSCOMPASS
     Instance / Server Access AD Group: WORK\Security - IT - Amsterdam PWC Compass Administrators



Web Interface connects to the SQL database using this SQL Login (Password in NPM):



AMSSRVCMPW001 - Web Server
     10.30.10.166
     2 x Processor Cores
     16GB RAM
     C: 100GB
     Server Access AD Group: WORK\Security - IT - Amsterdam PWC Compass Administrators



Front End Application
This is purely web based and can be accessed via the following URL for both Administration and Staff use: http://amssrvcmpw001/Compass

User Setup & Password Resets
This task is currently with the following two staff based in the Jersey Office but may change in the future:
Pravin Yeole - Pravin.Yeole@vistra.com - +44 1534 504513
Michelle Le Blond - Michelle.LeBlond@vistra.com - +44 1534 504517

This is configured to send to the compass.portal.admins@vistra.com distribution group in the following config file on AMSSRVCMPW001:


Key Vistra Contacts
Jon Le Page - IT Technical Lead
Pravin Yeole - Project Manager
Michelle Le Blond - Project Team

Installed via Bomgar PAM by PWC Employees April 2017
Sudheer Parwana
PwC | Senior Manager
Mobile: +44 (0) 7734 958 870
Office: +44 (0) 121 265 5380
Email: sudheer.parwana@pwc.com

Charn Gill (UK - Data Assurance)
PwC | Senior Associate
Office: +44 121 265 6961
Mobile: +44 7701 296 092
Email: charndeep.s.gill@pwc.com

Group - Upgrade StorageZones Controller - Sharefile


link

ID: 115003801649

Created at: 2017-06-20T07:51:04Z

To upgrade the StorageZones controller version on Sharefile, follow these steps:

 

Refer to this page for a guide to which version to install:

http://docs.citrix.com/en-us/storagezones-controller/3-4/sf-upgrade-storagezones.html 

 

Sign into the Downloads page, login details are under the Sharefile group in the password manager:

 

 

https://www.citrix.com/downloads/sharefile/ 

 

 

 

If you are currently running StorageZones version 2.0 then you will need to first install ShareFile StorageZones Controller 3.0.1, then restart the server. Once completed, then you can install the latest version (5.0 at time of writing this guide)

 

Before installation, take a snapshot of the server or ensure you have a backup from the same or previous day.

 

Installer is simple next, next, next, finish then restart.

 

Once installation is complete, test that you can login to your Sharefile instance on the internet then test uploading and downloading a file to confirm functionality.

 

 

 

 

Group: PeopleHR Admin Guide


link

ID: 115003738629

Created at: 2017-06-15T03:20:53Z

Refer to the attachments

Arcserve - add agent


link

ID: 115003721569

Created at: 2017-06-13T15:35:25Z

How to add agent to new installed servers.

 

1. Login the Arcserve Webinterface via https://amssrvstore001:8015

2. Go to resources -> All Nodes - Click on "Add Nodes"

3. Fill in the following credentials. Use username ->

Node = IP or name of server

Username =  svcamsbackup 

Password = can be found in PW manager

Description = Give name of server

 

 

4. Deploy agent to server by right click and choose - Install

5. After successful installation, the agent will be visible in Nodes Without a Plan

6. Now the plan needs to be assigned, so the server will make backups. Go to Plans -> All Plans -> Make sure you select the right plan. So for example:

-APP_AMSDS01_Data_6PM = Plan for applications stored on AMSDS01 (check on AMSSRVSTORE001) and will run on 6PM

So before assigning server, make sure you select the correct group with having enough space on the back-up server!

7. Select Plan -> Actions -> Add Nodes -> Select Nodes to Protect in Arcserve UDP -> Add the new server and press OK.

8. Make sure the back-up went successful by next day

 

Colt - DCS Contact & Support Info (ZRH Datacentre)


link

ID: 360000306669

Created at: 2018-02-18T10:17:18Z

 

 

 

Cyprus - signature O365 Outlook


link

ID: 360000249225

Created at: 2018-02-12T14:44:45Z

This guide can be used for the signatures within outlook and O365. 

 

Info:

There is an GPO created that is applied to all workstation in Cyprus. Logs will be saved to \\cypsrvdc001\log$\exclaimer. 

 

Troubleshoot:

1. Rename the PC number that is in the \\cypsrvdc002\log$\exclaimer folder + restart the machine (this will run the exlaimer application installer again)

 

2. Check on the following location and install the exlaimer manually (\\cypsrvdc002\support$\Exclaimer\osua.msi) . Once installed go to start -> all programs -> exlaimer and run the application. Open Outlook and check if the signature is there.

Install - Shireburn Malta


link

ID: 360000243889

Created at: 2018-02-08T13:40:25Z

This article can be used for installing Shireburn. This software is used in the Malta office.

1. Browse to \\amssrvfs001\shireburn$\Installer\new

2. Install setup, leave destination folder on default, install for only this user (C:\program files (x86)\shireburn\SFM\)

3. Set the Data directory to: \\amssrvfs001\shireburn$\LEDGER\latest (as well for Latest Directory)

 

4. Serial number: VSM588

    Serial Key: TUvrqL

5. Done

 

 

 

Contact - Diffinco - GVA/ZRH Telephony


link

ID: 360000243769

Created at: 2018-02-08T13:33:03Z

Swisscom contract standard coverage

- Data line connection diagnostic

- VoIP service diagnostic

- Faulty hardware diagnostic (router, phones, mediatrix)

- Router maintenance and replacement

- Phone hardware replacement (Warranty 24 months)

- Mediatrix hardware replacement (Warranty 24 months)

 

Diffinco Managed Services Agreement for VoIP system

(See attached equipment list in pdf format)

- User Support

- User profile maintenance (creation, deletion, modification)

- Phone group maintenance (creation, deletion, modification)

- Functional adaptation and customisation

- Device maintenance (phones, mediatrix, switches, etc.)

- Device customisation

 

Service Level Agreement (SLA)

Our technical team is available from Monday to Friday from 8:30 to 12:00 and 13.30 to 18:00 local time.

All requests for support to Diffinco’s technical team must be submitted by e-mail to: tech@diffinco.net.

The request is logged and the response is initiated within the next four (4) business hours.

 

 

 

Sales team

Diffinco SA
Rue de la Gabelle 9
1227 Carouge - Switzerland

Tel      +41 (0)22 8274090
Email   sales@diffinco.net
Web    www.diffinco.net

NL - Setup MS Surface / Windows 10 Laptops


link

ID: 360000227705

Created at: 2018-02-08T11:26:03Z

1 - Switch on device and choose the following options:

Language - English

Region: (Appropriate to location) Netherlands

Keyboard: United States International

 

2 - Connect to wifi

Choose VGAccess, log in with LetMeOut

 

3 - Install updates.

 

4- Setting user options

When prompted, choose 'Setup for personal Use', at sign in, choose 'offline account'  - this option is in the bottom-left corner of the screen and the text is intentionally pale and difficult to see.

 

Set username to 'User', and set a temporary password. 

 

Skip the facial recognition/face sign-in.

 

Turn off Cortana

 

Turn off Speech recognition

Turn off Diagnostics & Tailored experience

Turn off Ads

Leave location services ON.

 

5. Perform Windows updates (again)

 

6. Configure IT Admin account

Go to Start>Run, type 'MMC' then hit CTRL+M and choose the 'Local Users & Groups' snap-in, click add, finish, OK.

Choose 'Users', then right-click and choose 'New User'.

Fill in as follows:

NOTE: You will need to create a randomly generated strong password for the VGITAdmin account. Generate this using the password manager or other tool, then make a note of it to store later along with the serial number, laptop name & encryption key.

 

Now right-click on the User account created earlier and set the password to change at next login.

 

Within the Go to 'Groups', then 'Administrator'. Add the account VGITAdmin to the administrators group. Then disable the default Administrator account.

 

7. Adding Bluetooth Mouse

Right-click on Bluetooth icon in the system tray, and choose 'Add a Bluetooth Device'

In the next  window, choose the 'Add bluetooth or other device'

Remove the battery tab from the mouse (if applicable) click the sync button on the mouse.

On the laptop Select  'Bluetooth' and then choose the mouse from the list of detected devices.

 

8 - Tidy start menu

Unpin all games, news & media pins from the start menu (right-click, unpin)

 

9 - Rename device

Rename the device using the following naming convention:

[Office code]LAP[Year][device number]

Example: AMSLAP1801

 

You can find the device number you should use by checking the keys on the USB stick, or by checking the folder in Sharefile.

 

10. Software Installation

From the USB stick (Offline Encryption USB), install the following:

Google Chrome

Microsoft Office 2010 - customize this install and remove Outlook.

                                   - activate office!

Citrix Receiver

McAfee Endpoint Security 10.5 (All options should be enabled)

From the web, install:

Adobe Reader

Customization:

Remove Edge from taskbar

Add IE to taskbar and change landing page to www.vistra.com/remote

Change search engine IE to google (not necessary but Bing is Bing)

McAfee browser toolbar, hide via McAfee settings 

Citrix receiver, do not show automatically at login, tick box (not necessary, just to keep it nice and clean)

 

11. Enable Encryption

Go to File Explorer, right-click on C: Drive, 'Turn on Bitlocker' , when prompted choose 'Save to File' and save it to the offline encryption USB. Create a folder within Laptop Keys with the name of the device and the person to whom it will be assigned (if applicable).

Create a notepad file, add the username & password for the VGITAdmin account, the serial number and device hostname to the file and save in the same place as above.

Example notepad text:

Password VGITAdmin: XXXXXXXXX
Serial Number: 037404375053
Hostname: AMSLAP1803
Type: Microsoft Surface Pro

There will be a weekly task to upload the laptop keys from the USB into Sharefile in the shared IT area.

 

12. Extra info

Do not forget to label the device! (including power brick)

Dedicated laptop or tablet? Only the user should know the password.

If existing, remove office 2016/365

Make sure to keep OneDrive!

If dedicated laptop or tablet, change display name User account to specific staff member name

On tablets, change setting so to insert password immediately when closing tablet

 

Seychelles: ISP Contact C&W


link

ID: 360000164165

Created at: 2018-01-31T08:55:40Z

Subscription Number: 4857544371D7B881

Account Manager: Clint Monthy +248 4284046/+248 2529116

Fault Reporting: Dial 121 from Seychelles Office

Client Support Manual_v1_20171016


link

ID: 360000159889

Created at: 2018-01-29T09:11:59Z

For more information , please look the attachment.

HP Server firmware upgrade


link

ID: 360000156269

Created at: 2018-01-26T17:33:40Z

This guide explains how to update the firmware on HP servers using HP's SSP (Service Pack for ProLiant)

1. Download the latest SSP from http://www.hpe.com/servers/spp (if this link changes in the future you should be able to find this on the Firmware page on iLo)
2. If possible, drain the Virtual Host you want to update and place the host in Paused (maintenance) mode.
3. Connect with iLo to Virtual Host and attach the newly downloaded .ISO. 
4. Reboot the Virtual Host and boot using the ISO. Successfully booting the .ISO should look like this:

5. Follow all on-screen instructions. Please note that it can take a while for the inventory to be finished. Getting disconnected from iLo at certain points is normal behavior.
6. When upgrading is done, start the server again
7. Mount the .ISO
8. run launch_sum.bat from the ISO's root folder (if nothing seems to happen, run as administrator). A webpage should be opened with "Welcome to Smart Update Manager"
9. Click "Localhost Guided Update"
10. Select mode Automatic. Wait until inventory is done.

11. When this process is done (it might take a while), you get a report that tells you if you need to reboot. Please reboot the server if one of the results state:

12. Take your Virtual Host out of Paused (maintenance) mode. 

MobileIron Admin Guide - Add 2nd mailbox


link

ID: 360000016705

Created at: 2018-01-17T08:03:11Z

Guide for adding 2nd mailbox on user profile

Singapore - IT Disposal Vendor


link

ID: 360000009229

Created at: 2018-01-16T03:48:27Z

Mr. Stanley Han

Infotech Asset Recovery Pte Ltd

Block 3027, Ubi Road 1, #04-106, Singapore 408720

Mobile - 97391140

Email: kmitcycle@hotmail.com

 

Verona - DB Mauritius


link

ID: 115006005889

Created at: 2018-01-12T10:31:13Z

This article describes the basic set up and need to know information regarding the Deutsche Bank (DB) users in Mauritius who are currently connecting to Vistra systems.

 

General Description

DB users connect to Vistra via the Citrix Secure Gateway (CSG) through https://nlcitrix.vistra.com , using AD credentials and a safenet token provided by us.

 

They have credentials in work.local to do this. They are located in this OU:

work.local/Vistra/Mauritius/Users/New

Any issues logging in to CSG should be dealt with as a normal Vistra user.

 

Once logged into the gateway, they connect to one of the following:

DB MAU Desktop 

This is for users who need access to EZE & VPM, & the generic mailbox.

VPM Desktop

This launches a desktop which gives access only to the VPM application.

 

Shared Mailbox

Only 2 DB users currently have access to the generic shared mailbox:

DB.VPMEZE@vistra.com 

Those users are shahed.hoolash@vistra.com & Jeetamaroy.Chuckun@db.com 

NO OTHER USERS SHOULD BE ADDED.

The mailbox is configured on their desktop using the username and password for that mailbox (details in PWM) and not using their own accounts, so access should not be granted via exchange.

 

 

Infrastructure:

VPM/EZE - Live Environment

The following servers are involved in the Verona/DB environment:

AMSSRVCTX009 (This is the Citrix server that DB users connect to.)

AMSSRVEZEUAT001 (this is the EZE server copied over from Luxembourg - TBC the date this goes live in AMS)

AMSSRVVPMAS002 - VPM Application Server

AMSSRVVPMPS002 - VPM PS Server

AMSSRVVPMWEB002 - VPM Web Server

 

Staging Environment

There is a staging environment set up for the Verona project which is segregated from the work.local domain and the Vistra network. It has a seperate AD structure and domain controller.

Servers in the staging environment:

 

STGSRVDC001 - Domain Controller

STGSRVDEV001 - Development Server

STGSRVDM001 - Document Management Server (Staging version Worksite)

STGSRVFS001 - File Server

STGSRVFTP001 - FTP Server (for data transfer between DB & Vistra)

STGSRVSQL001 - SQL Server

STGSRVTS001 - Terminal Services server, provides desktop environment for DB users to connect to staging version of Viewpoint

STGWRK001 - Virtual workstation for testing.

 

Currently Jonathan le Page, Craig Wilmott & Jamie Carter have access to the AD in the Staging Environment. DB Users will be added soon to be able to access Viewpoint via AMSSRVTS001. They will access via Bomgar PAM initially.

 

 

Curacao -Tape backup


link

ID: 115006000809

Created at: 2018-01-11T14:42:55Z

Contact person for changing tapes in the office 

Name: Jacqueline Hassell

Email: Jacqueline.Hassell@vistra.com

Tel: +5999 433 3508

 *Please see attached document for changing + labeling tapes in the office.

 

How to check if tapes are in the tape loader

1. Connect to CURSRVSTORE001

2. Open "Manager" from the desktop, login as Caroot

3. Go to "Device" 

4. Click on HP 1x8 G2 AUTOLDR to see what tapes are in:

 

 

Leaver Account Termination Procedure


link

ID: 115005977529

Created at: 2018-01-09T02:17:15Z

New User Creation Procedure - Asia


link

ID: 115005977509

Created at: 2018-01-09T02:16:28Z

Abacus not opening


link

ID: 115005964825

Created at: 2018-01-05T13:58:40Z

Abacus is a software application thats being used by the Zurich office. This application is installed on ZRHSRVAPP01. The contact person for this application is Stefan Schwizer (info@schwizer.ch / 071 388 87 86)

 

Please amend below settings if Abacus is not opening correctly on a workstation.

*Please make sure Java 32-bit version is correctly installed on the workstation!

Step 1: Open the Abacus shortcut from the Start menu

Step 2: Right-click on the downloaded .jnlp file -> choose open with

Step 3: Configure javaw as default for .jnlp files (C:\program files (x86)\java\X (depends on installed version)\Bin\javaws.exe

Stap 4: Close all open applications, re-open the abacus link and it will work

 

Malaysia ISP: Telekom Malaysia


link

ID: 115005871945

Created at: 2017-12-18T14:44:22Z

Account Number: 1031276684

Service Number: 07-5950161

VistraMedini@unifibiz

Local: 1-300-888-123 

Overseas: 603 2241 1290

SEDICO FTP - Eemnes


link

ID: 115005838265

Created at: 2017-12-12T10:44:55Z

This article describes the setup of a new ftp user for Sedico FTP.

Login to the server in the DMZ (VNLSRKPFTP001).

Open Titan FTP Server.

Follow these steps:

 

1. Create a User (ex. test)

 

 

 

 

 

Provide the following details to the user:

Server: 152.194.65.25
Port: 22
Protocol: SFTP
Username
Password

 

 

 

 

 

 

 

 

 

 

 

 

Jersey IT Rack Access


link

ID: 115005833609

Created at: 2017-12-11T17:29:18Z

See attached.

Jersey - Switch Configuration


link

ID: 115005832925

Created at: 2017-12-11T13:11:36Z

Summary of Switches in the Office / Data Center

Click here to download the below Switch/VLAN overview spreadsheet:


Jersey Printer Workstation DHCP Scope
:
Jersey Workstation DHCP Scope:





 

Jersey Cisco Telephones DHCP Scope:


Switch Configs Stored here on Sharefile:





ECAT: O365 CSP


link

ID: 115005831545

Created at: 2017-12-11T09:51:51Z

This guide provides information on how to purchase O365 licenses thru SoftCat's Ecat portal

1. Login to Ecat (https://ecat.softcat.com/) using your email address and the password you've set thru the ecat welcome email

2. If you are prompted with a screen that says "Select Account" > select VGMAL. If not, this means VGMAL has already been defaulted to your eCAT account and you can ignore this step.

3. Click "My Account"

4. Click "Managed Microsoft Cloud Services"

5. Click on Up and Down Arrow Keys or adjust the quantity as desired. Put a tick on the "acceptance message" and click "update". O365 CSP will send a mail about the license adjustment and will update the O365 portal 1-2 mins later.

7. If the license type is not available, it needs to be purchased. Click on Products > Software > Licensing > O365 CSP

8. Search for the Product and Purchase accordingly. This will require a PO number, please get it from the relevant orderindex spreadsheet in \\work.local\itsupport\Global\Accounts

 -End of Article

 

 

How to Access a Mimecast Discovery Case


link

ID: 115005789649

Created at: 2017-12-04T12:32:52Z

See attached Document which can be sent to staff that need to access a Mimecast Discovery Case.

Mimecast - Malicious / Phishing Email Action


link

ID: 115005772009

Created at: 2017-11-30T12:45:54Z


On report from a staff member of receiving a potentially malicious email the following steps should be taken:

- Use Mimecast Tracking to establish who the Email was sent to as often this wont be isolated to a staff member



- You can then export the list of recipients by clicking Export Data:



- Add the malicious sender to the Blocked Senders Profile group in Mimecast to prevent any further emails coming in from them:



- If the malicious / phishing email contained a URL within the body of the email then this needs to be blocked in URL Protect Managed URL's:



- Use the URL Decoder to convert the re-written Mimecast URL to the original URL:



- Enter the rewritten URL and click Submit, this will then give you the original URL. Click the Add Decoded URL to Block button:



- Click on Logs to establish if anybody had clicked the URL prior to you blocking:



- Enter the URL into search (Remove any prefixes) and click the Search Icon to show if any staff have clicked on the URL. If they have you will see if Mimecast allowed the link at the time of the click in the Action field. If there are any that have been allowed the staff member should be contacted immediately to determine if they have entered any credentials / downloaded any files. If these are all Block you can disregard as Mimecast has not allowed any staff to click on the URL:


- If the malicious URL is within a PDF (Cant be written by Mimecast URL Protect) then you will need to block it on Bluecoat. Click Content Filtering / Policy / Blocked Domains/URLs:



- Click New:


- Enter the Original URL, add a comment and click Add Domains/URLs:



- Click Activate:



- Create a report in Bluecoat to check if any staff already clicked on the link by clicking on Reports and then Web Browsing per User:

- Customise the report options for the date and website required and click Run Report:



- You will then get a list of the staff members that have clicked on the link from within the PDF who should be contacted immediately to determine if they have entered any credentials / downloaded any files:



- A communication should be sent to the staff that received the malicious / phishing email to ask them to delete the email and contact IT Support immediately if they have clicked and links / entered any credentials.

If a staff member has entered any credentials then their AD account password should be reset immediately.

If a staff member has clicked on a malicious / Phishing link then a Full AV Scan should be run on their Computer / Citrix Server

- A Zendesk Security Incident should be raised about the event including all information about it and remediation that was completed.

- The malicious / phishing email should be reported to Mimecast via Tracking:



- If it a phishing email that could be easily replicated but sent from another email address / use different URL's then a Content Examination Policy should be setup in Mimecast to detect similar emails in the future and hold them:





 

Mimecast - Malicious / Phishing Email Action


link

ID: 115005771869

Created at: 2017-11-30T12:38:21Z


On report from a staff member of receiving a potentially malicious email the following steps should be taken:

- Use Mimecast Tracking to establish who the Email was sent to as often this wont be isolated to a staff member



- You can then export the list of recipients by clicking Export Data:



- Add the malicious sender to the Blocked Senders Profile group in Mimecast to prevent any further emails coming in from them:



- If the malicious / phishing email contained a URL within the body of the email then this needs to be blocked in URL Protect Managed URL's:



- Use the URL Decoder to convert the re-written Mimecast URL to the original URL:





Block URL in Bluecoat
Report in Mimecast to see who clicked link
Report in Bluecoat to see who clicked link

Full AV Scan

Raise Zendesk Security Incident

Content Examination Policy for similar emails

SLDAP Setup for Mimecast / Intranet


link

ID: 115005771349

Created at: 2017-11-30T11:47:23Z

For setting up SLDAP for use with Mimecast / Intranet you will need an available external IP to be used for a NAT and then configure the below firewall rule to allow traffic to pass over Port 636:

Below Interact & Mimecast SLDAP IPs --> TCP 636 (SLDAP) --> Available External IP Address --NAT--> Domain Controller

Interact SLDAP IP's: 52.31.52.93 and 178.255.66.130
Mimecast SLDAP IP's: 195.130.217.0/24, 91.220.42.0/24 and 185.58.84.0/22

Create an SSL certificate with an External Certificate Authority (e.g. Globalsign). The convention used is sldap.vistra.com prefixed with the country code (e.g jersldap.vistra.com) as the Common Name for the SSL

 

Install the certificate into the NTDS\Personal store on the Domain Controller:

Create an external DNS record to match the Common Name of the SSL certificate which points at an available External Public IP on your firewall

 

Setup an OU in Active Directory called ‘Intranet Groups’

Setup a user account to be used for the SLDAP sync (e.g. svcsldap) which is just a domain user

When this is setup, you will need the following details so that the connectors can be configure on Interact / Mimecast:

Domain LDAP path (e.g. dc=test,dc=co,dc=uk).  
Interact Groups LDAP path (e.g. OU=Intranet Groups,dc=test,dc=co,dc=uk)  
Common Name of the SSL certificate  
Domain Name  
Functional level of domain  
SLDAP Windows Username (with Domain User privileges).  
SLDAP Windows User Distinguished Name (e.g. CN=svcsldap,OU=Users,dc=test,dc=co,dc=uk)  
SLDAP Windows User Password (To be provided over the phone or via SMS)

To add the SLDAP connection to Mimecast, Login to Admin Console and then click Administration / Services / Directory Synchronization:



Click New Directory Connector Button:



Fill out the required information and tick the check box and then click on Test Connection. If successful then Save and Exit the new connector:



To add the SLDAP connection to Interact Click on Settings / Application Settings:



Click on Manage People:



Click Manage Profile Sources:

 

Click Active Directory:


Enter Connector information on all tabs (Review existing work.local connector for settings):
Note. in the Group Distinguished Name field, remove the Base DN from the full path



Click to Test the new connector and you should receive a tick:




 

MYS - ISP Telekom Malaysia


link

ID: 115005760829

Created at: 2017-11-29T04:13:59Z

Account Number: 1031276684

Technical Support: +603 2241 1290

Caseware configuration (AMS)


link

ID: 115005753145

Created at: 2017-11-27T17:30:40Z

This page contains information about how Caseware was set up. In case of issues, you should be able to do basic troubleshooting.

Caseware is a streamed app installed on AMSSRVCTX010. It uses AMSSRVCW002 (Smartsync Server) as a file repository. This way users can work together on files. 

There are 2 security groups. Depending on where the user is located you choose the correct one (Amsterdam or Rotterdam).

 

On AMSSRVCW002 there is a folder located on the E:\ with 2 folders. One for Rotterdam users and one is for the Amsterdam users. The security groups below determine who should have access to which folder. By default, if a user is located in Amsterdam he should have access to only the Amsterdam files, vice versa. 

Security - Rotterdam Caseware (Applies 2 GPO's located on OU=Terminal Servers,OU=Amsterdam,OU=Vistra,DC=work,DC=local)

- Vistra - Rotterdam - User - Mapped Network Drives (Caseware) (Mounts a W:\ drive for the user which is pointing to \\amssrvcw002\cwnlrtm$ (E:\Caseware\CWLIB\CWNLRTM))

Vistra - Rotterdam - User - Caseware Registry Settings (Applies 3 registry entries which determine the settings for the Caseware tool and which Smartsync server caseware should connect to.)

Security - Amsterdam Caseware (Applies 2 GPO'slocated on OU=Workstations,OU=Amsterdam,OU=Vistra,DC=work,DC=local)

- Vistra - Amsterdam - User - Mapped Network Drives (Caseware) (Mounts a W:\ drive for the user which is pointing to \\amssrvcw002\cwnlams$ (E:\Caseware\CWLIB\CWNLAMS))

Vistra - Amsterdam - User - Caseware Registry Settings (Applies 3 registry entries which determine the settings for the Caseware tool and which Smartsync server caseware should connect to.)

Caseware streams 3 other applications to the users. See below. 

Caseware - Explorer: Users need to be able to drag and drop files in caseware. Since it's a streaming app it's not possible to drag files from your local machine to it. So you need to the explorer that is streamed from the server. 

Caseware- Region Settings: Users need to be able to change the comma and dot settings for the docs. They can do this with the Region and Language settings 

 

Further details:

- The smartsync server is setup using the SVCCW account. If something is not working please make sure this account is unlocked. 

- On the AMSSRVCW002 server, there are 2 services that are important for a good running Caseware. Make sure these services are always running. If Caseware is not able to connect to smartsync you might need to restart one of these. 

- Caseware information/support can be found here: https://support.caseware.nl/hc/nl 

 

 

 

 

HPE Contact details


link

ID: 115005743849

Created at: 2017-11-27T11:49:52Z

HPE Netherlands:

 

+31205040666

0900 115 0000

 

Mimecast Leavers Process - On Premise


link

ID: 115005613425

Created at: 2017-11-07T15:46:20Z

Hi all,

Please find below the new proposed leavers process for On-Premise work.local Exchange users.

Please ask your teams to start running with this and advise if there are any updates / additional items required. I will also add this into a Zendesk KB article which can be updated as required. When we have the IAM solution rolled out, we will be able to automate a lot of the items below.

Further processes will follow for O365 leavers and non-integrated office leavers.

 

Leavers Process – Email – On Premise work.local Exchange User

 

Sharefile Admin Guide


link

ID: 115005525989

Created at: 2017-10-31T15:23:14Z

Sharefile admin guide attached.

QuickBooks ZRH Office


link

ID: 115005462489

Created at: 2017-10-24T10:03:30Z

Philipp Marzohl / Claudia Beroggi are using Quickbooks via a web interface in Zurich.

 

They access via this link:

 

https://uk.qbo.intuit.com/app/homepage?launchSetup=false 

 

 

They then have to enter their login details to log into the system (which is web based.)

 

To get one of these accounts, new users must contact Quickbooks directly themselves or speak to Claudia or Philipp to get info on this.

 

The following sites were bypassed in McAfee DLP to allow upload to quickbooks:

 

https://zion.qbo.intuit.com

https://uk.qbo.intuit.com 

 

 

 

 

Sage 50 Accounts - Resolve Performance Issue with Application


link

ID: 115005362709

Created at: 2017-10-13T14:59:45Z

Should the London accounts team submit any cases in regards to Sage 50 Accounts taking a long time to open, or is running really slow, please use the following to resolve:

Note: You will need to ensure all users are out of Sage before you continue, otherwise you will run the risk of corrupting Sage data, I would suggest to call the user who has reported the issue and ask them to confirm that everyone is out of Sage before you continue to be safe.

 

Log in to LDNSRVFS001, and open up services. You will need to find the following 2 services:

Stop the 'Control' service first, and then stop the 'Service' service second, this always fails to stop, so you will need to use the following command in CMD (elevated): taskkill /f /pid:<enter PID number here>.

          

You can find the PID number of any service that is running in Task Manager:

          

 

Once both services are stopped PLEASE ENSURE you start the 'Service' service first, and then the 'Control' service second. Once both are up and running again, you can instruct the accounts team to use Sage 50 Accounts again.

 

Manual Report Export From Viewpoint


link

ID: 115005365085

Created at: 2017-10-13T14:07:52Z

If exporting data from Viewpoint in to Excel fails, I have provided a work around.

When exporting data, ensure that the settings match the screenshot below:

         

This will copy the exported data to the clipboard. Now open up a new Excel Workbook, right click on the first empty field (A1) and click 'Paste Special...':

 

                          

 

Then on the following window that appears select the source as 'Text', and then Click 'OK':

 

            

This will paste the exported data in to its correct format.

 

 

Policy Hub Helpdesk Contact


link

ID: 115005319489

Created at: 2017-10-11T06:00:04Z

Contact the following if helpdesk support is needed for Policy Hub

 

HT.helpdesk@mitratech.com

Reset phone to default factory settings (Cisco CP-7841)


link

ID: 115005278629

Created at: 2017-10-05T08:38:31Z

How to perform Factory Reset from Phone Menu for Cisco model CP-7841:

To perform a factory reset of a phone cisco ,

Procedure

Step 1   Press Applications.

Step 2   Choose Admin Settings > Reset Settings > All.

If required, unlock the phone options.

 

Alternative option:

Factory reset without using the phone interface.

Step 1  unplug the phone from its source of power.

Step 2 Wait for 10 seconds.

Step 3 plug the phone back into the power source while holding the # key

Step 4 When the mobility extension buttons flash green then press 123456789*0# in sequence.

Note Do not disconnect the phone during this process.

 

Regards

Toby

Firmware update Nimble


link

ID: 115005277729

Created at: 2017-10-05T07:30:11Z

This sheet is created to be used for Quarterly task T39.

 

1. Open Internet Explorer and browse to the Nimble webinterface (check PM for login credentials)

2. Go to administration -> software:

 

3. This is the overview of the currently installed Firmware version. Click on download to get the latest firmware version. Once downloaded, create a Request for Change to plan the update. Click on update once approved and monitor the process. 

*Please note that using the download button you will get the InProduction firmware versions. If you do not get the latest version, please contact Nimble support -> Please see step 4

4.They can provide a direct link to download the firmware. Once you've downloaded the firmware, you can manually upload by using the upload button. Please see below screenshots to manually upload the firmware. Once uploaded you can click on update to perform the update.

 

VPM 16 System Requirements


link

ID: 115005281445

Created at: 2017-10-04T22:15:06Z

Q4 2017 - Quarterly Task T41 - Clear Checkpoints on Hyper-V hosts


link

ID: 115005275309

Created at: 2017-10-04T16:10:56Z

1. Select a Hyper-V node

2. Select the VM that has checkpoints. You can check them one by one. Or use the report tool: http://amssrvreport001/report/menu.php

3. Right-click on the top Checkpoint

4. Delete the Subtree. This will delete all the checkpoints there is. 

LUX - Caseware


link

ID: 115005271609

Created at: 2017-10-04T12:29:52Z

 

OF Caseware contacts:

PragmaTools Support
support@pragmatools.com

Joep van Amelsfort
joep@pragmatools.com

Local IT Support Contact


link

ID: 115005207949

Created at: 2017-10-02T04:24:16Z

Group: O365 Synced OU's in work.local & how to add an additional OU


link

ID: 115005205385

Created at: 2017-10-02T03:36:31Z

This list is progressive as deployment of O365 products continues:

work.local/Vistra/_IT Users
work.local/Vistra/Amsterdam/3rd Party - Mckinsey
work.local/Vistra/Amsterdam/Distribution Groups - O365
work.local/Vistra/Amsterdam/Users
work.local/Vistra/Amsterdam/Users/BSS
work.local/Vistra/Bristol/Users - O365
work.local/Vistra/Bristol/Distribution Groups- O365
work.local/Vistra/CEE/Users
work.local/Vistra/CEE/Users/VFS
work.local/Vistra/Curacao/Contacts
work.local/Vistra/Curacao/Distribution Groups
work.local/Vistra/Curacao/Leavers - O365
work.local/Vistra/Curacao/Shared Mailboxes
work.local/Vistra/Curacao/Users
work.local/Vistra/Cyprus/Distribution Groups - O365
work.local/Vistra/Cyprus/Users
work.local/Vistra/Cyprus/Users/Jordans
work.local/Vistra/Cyprus/Users/OF
work.local/Vistra/Frankfurt/Service Accounts
work.local/Vistra/Hong Kong/Users
work.local/Vistra/Hong Kong/Users/OF
work.local/Vistra/India/Contacts
work.local/Vistra/India/Distribution Groups - UJWAL
work.local/Vistra/India/Distribution Groups
work.local/Vistra/India/Leavers
work.local/Vistra/India/Leavers - UJWAL
work.local/Vistra/India/Shared Mailboxes
work.local/Vistra/India/Users
work.local/Vistra/India/Users - UJWAL
work.local/Vistra/Jersey Group Management/Users
work.local/Vistra/London/Users
work.local/Vistra/London/Users/OF
work.local/Vistra/London/Users/USA2Europe
work.local/Vistra/Luxembourg/Users/_OF
work.local/Vistra/Luxembourg/Users/_VL
work.local/Vistra/Mauritius/Distribution Groups
work.local/Vistra/Mauritius/Leavers - O365
work.local/Vistra/Mauritius/Security Groups/Mailbox Access
work.local/Vistra/Mauritius/Shared Mailboxes
work.local/Vistra/Mauritius/Users
work.local/Vistra/Seychelles/Distribution Groups
work.local/Vistra/Seychelles/Shared Mailboxes
work.local/Vistra/Seychelles/Users
work.local/Vistra/Sydney/Contacts
work.local/Vistra/Sydney/Distribution Groups
work.local/Vistra/Sydney/Leavers
work.local/Service Accounts/_O365 Vistra Tenant
work.local/OIL/BVI/Distribution Groups
work.local/OIL/BVI/Users
work.local/OIL/Hong Kong/Users
work.local/OIL/Hong Kong/Users/BSS
work.local/OIL/Hong Kong/Users/IT
work.local/OIL/Shanghai/Users/IT
work.local/OIL/Singapore/Users/IT
work.local/Orangefield/Soest/Users O365


*************************************************************************
To Add an additional OU please carry out the following:

Login to AMSSRVADFS001
Open Azure Synchronization Service Manager
Click on the Connectors, Right Click on the work.local connector and select Properties:



Select Configure Directory Partitions and click on Containers:


Enter the password for svcazure and click OK:


Select the OU that you would like to sync and Click OK, Click OK:


Open Active Directory Module for Windows PowerShell and run the following command to set off a sync: Start-ADSyncSyncCycle -PolicyType Delta


You can then either check that this has completed via the Syncronization Service Manager or from the O365 Dashboard:


 

 

Temporary McAfee DLP Bypass


link

ID: 115005146265

Created at: 2017-09-25T11:06:24Z

To temporarily disable DLP on a specific machine to allow USB or upload access for a non-specific

 

Log into https://amssrvepo001:8443 via your browser.

(For Swiss offices use https://zrhsrvepo01:8443, for Luxembourg use https://luxsrvepo01:8443)

 

Go to Menu>Help Desk

 

On the next page, complete the User's name, email address, workstation number and the reason for the bypass.

 

Then, On the target workstation/server, right-click on the McAfee Agent system tray icon, choose 'Manage Features' then 'DLP Endpoint Console'

 

**NOTE**

If this is not visible (usually because you are connected to the machine via RDP) then navigate to :

C:\Program Files\McAfee\Agent and open a command window from that location.

Then type: cmdagent.exe /s and hit enter. This will launch the McAfee agent status monitor and make the agent visible in the system tray.

 

You can find the name of the policy & the Revision ID from the Endpoint Configuration part on the 'about' tab.

Then, click on 'Tasks' and copy the identification code into the Help Desk window.

 

**Important**

Before you click 'Generate Code' make sure to set the bypass duration to the appropriate time. This defines how long DLP will remain disabled for, and needs to be set to the least required time.

 

Once you generate the code, copy it into the 'Release Code' field in the Enpoint Console on the user's machine, then click 'Start Bypass'

DLP will remain in bypass mode for the amount of time specified in the Help Desk tool.

 

 

If you have any questions about this, contact Amsterdam IT on +31 88 560 9900

4.5 - Procedures - Incident Response Procedure - v.2.0


link

ID: 115005146789

Created at: 2017-09-25T08:43:49Z

4.5 - Procedures - Incident Response Procedure - v.2.0

VC - Polycom RealPresence


link

ID: 115005130905

Created at: 2017-09-22T13:28:24Z

Support: https://www.qconferencing.net/

Kantoor Amsterdam
Muiderstraatweg 15F
1111 PS Diemen
E-mail: info@qconferencing.net
Telefoon: +31 (0)20 6080055

 

Login details VC's

Username: admin

Password: 135790

 

MacBook & Security Setup


link

ID: 115005106165

Created at: 2017-09-20T09:07:15Z

When setting up a new Macbook for a user, follow the below steps. It is important these steps are completed BEFORE the user is given the device & adds an iCloud/iTunes account to it:

 

Initial Config

During initial config of the device, set the language to English and set appropriate time zone when prompted.

 

 

When prompted to sign-in to an Apple account, choose the option 'Don't sign in'

 

Create the user with the windows username of the person to whom the device will be given, and then set the password to the standard Vistra login of 'LetMeIn' - the user will change this when they connect their Apple account to the device.

 

Once initial setup is completed, the following MUST be done:

 

Security

Go to https://vistra.sharefile.com and download the McAfee Endpoint Security for Mac package which is located in: Shared Folders>IT Support>Laptop Setup (login details in the Password Manager)

 

Install the package, you may have to enter the login password for the Mac to allow the Safari addin to be installed.

 

You will then need to activate FileVault (file encryption for Mac) to do this, click the apple icon in the top-left of the screen and go to System Preferences.

Choose "Security & Privacy" and then "FileVault"

Click on the lock in bottom-left of the window, and then enter the MacBook password to unlock.

Click the 'Turn on FileVault' button and then DO NOT CHOOSE TO STORE THE ENCRYPTION KEY WITH APPLE. 

Make a note of the encryption key and upload it to Sharefile in: Shared Folders>IT Support>Laptop Setup>McAfee Offline Encryption>Encryption Keys

 

The encryption will continue in the background after a restart, while you work.

 

Citrix Install

 

Go to receiver.citrix.com then download & install the Citrix Receiver for Mac

 

Then create bookmarks for the following 2 pages in Safari:

 

https://nlcitrix.vistra.com (or other Citrix link relevant to the user's location)

www.vistra.com/remote 

 

PHP Runner License & Support


link

ID: 115005083545

Created at: 2017-09-18T10:35:20Z

Thank you very much for registering PHPRunner!

Please find your registration code below:

Name: Wendy Ewens
Code: 018700-WPAN1H-NN4XT0-4KBNZ6-NDZHA7-PC6KE7-RJZXNZ-2GNN0U-KH8K87-UCA4NX

You need to download and install the registered version of PHPRunner:
32bit: http://www.asprunner.com/files/webreports/phprunner98-setup.exe
64bit: http://www.asprunner.com/files/webreports/phprunner98-setup64.exe

To download the software use the following:
Username: webreports
Password: web!12~

------------------------------------------------
I also recommend you to check the Templates Pack that includes
Shopping Cart, Calendar and Members templates at
http://www.xlinesoft.com/templates. Using these templates you
can build a fully-functional, completely customizable eCommerce
and intranet websites in matter of minutes.

If you lose your key file and need to re-install this software, just
drop a note to support@xlinesoft.com and I'll send it to you again.

If you need any help using PHPRunner feel free to ask your
questions in PHPRunner forums at http://www.asprunner.com/forums/index.
Our experts are always ready to help.

Vistra Cologne / Munich / Hamburg / Leipzig Email Routing (Optegra)


link

ID: 115005085689

Created at: 2017-09-18T08:29:41Z

Created: 18/09/17
Team Working on Project: Jon Le Page / Ambrus Porcsin / Matthias Thömmes

Due to email routing constraints with the managed Datev data centre solution that Optegra are currently using, we are not able to route outbound emails via Mimecast like we would normally with other integrations. Due to this the email flow will be the following:



The following OU’s created to host mail users for email routing and address book for work.local staff:

These AD following groups are used for the email Routing. Any new starters for these offices should have a Mail User object created in the correct OU above and added to their offices group below:
Email - All Vistra Cologne Contacts
CN=Email - All Vistra Cologne Contacts,OU=Distribution Groups,OU=Cologne,OU=Vistra,DC=work,DC=local
Email - All Vistra Munich Contacts
CN=Email - All Vistra Munich Contacts,OU=Distribution Groups,OU=Munich,OU=Vistra,DC=work,DC=local
Email - All Vistra Hamburg Contacts
CN=Email - All Vistra Hamburg Contacts,OU=Distribution Groups,OU=Hamburg,OU=Vistra,DC=work,DC=local
Email - All Vistra Leipzig Contacts
CN=Email - All Vistra Leipzig Contacts,OU=Distribution Groups,OU=Leipzig,OU=Vistra,DC=work,DC=local


Delivery routes created on legacy Mail Marshal Servers:

Exception added to the Spoofing Rule on Legacy Mail Marshal Servers:



Profile Group created on Mimecast with Optegra.de Addresses to be used in Forwarding Addresses:



Forwarding Addresses created on legacy Mimecast for the Vistra.com Addresses to forward to Optegra.de:



Content Examination Exception added to bypass the Anti Spoofing Rule when coming from the Datev Mailgateway IP addresses:


Greylisting Exception added for the Optegra Email Groups as they are not routing Outbound via Mimecast so wont have built up their Auto-Allow lists:


Impersonation Protect Exception added for Optegra Email Groups when coming from the Datev Mailgateway IP addresses:



Blocked Senders Exception added for Optegra.de due to email forwards that have been setup:




Datev Mailgateways added into the Vistra.com SPF Record due to them not routing outbound via Mimecast:

Viewpoint - How to Implement a New License


link

ID: 115005039389

Created at: 2017-09-12T10:05:56Z

The Business Systems team may receive updated License files from Viewpoint if they purchase additional features or license counts.

When Viewpoint send the license file, they often call this 'vistra viewpoint.lic'. This needs to be renamed to just 'viewpoint.lic' ready for putting in place.

This license file should first be put in place for the Test Viewpoint for the BSS team to check and approve for it to be put live.

Connect to the relevant Test Viewpoint program files, for example:
\\jersrvsql01\vpapps$\JERVIEWPOINTTEST\Program

Rename the existing viewpoint.lic file to viewpointReplaced%Date%.lic

Copy the new 'viewpoint.lic' license file into the Viewpoint Program Directory

Run Viewpoint Database Management from the Viewpoint Program Directory:

Login using the viewpoint username and password:



Credentials can be found here in the password database:



Click on Change License Option from the left navigation bar to view the new license information:



Click on the License Configuration tab to see which features will be added / removed with the new license file and click Apply Changes:



Click OK:



Click OK:



Close Viewpoint Database Management and login to Viewpoint. Click on the Viewpoint tab and select About from the list:

Check that the license has applied and click OK:



Ask the BSS team to test the new license in UAT and approve the change for Live and then repeat the above process for Live.

If there are any issues with the new license file then revert to the previous license file.

Foxnet - Telephony Management - AMS


link

ID: 115005028609

Created at: 2017-09-11T08:33:46Z

Contact Foxnet for internal issues with telephony in AMS

 

Support@foxnet.nl

 

Other contact:

 

b.devos@foxnet.nl - support engineer

F.bruijnes@foxnet.nl - account manager for Foxnet.

 

 

www.foxnet.nl

TeL: +31 (0) 88 83 69 600

 

TELE2 - Telephone line provider AMS


link

ID: 115005028409

Created at: 2017-09-11T08:02:23Z

Refer to this site for updates about known faults:

https://www.tele2.nl/zakelijk/storingen/ 

 

 

 

Reference Number RV/JE/2016/232781-234618

 

Account Manager: Rodney Verkerk

 

 

Rodney Verkerk

Account Manager

Zakelijke Dienstverlening

 

Mobiel +31 (0)6 310 00439

Sales Support: 020-750 1544 optie 3

Customer Care 020-750 9000

How to create local default app in Worksite


link

ID: 115005014525

Created at: 2017-09-08T15:56:43Z

Open Outlook


Click on the "Worksite" tab



Click on "Local Applications"



Click "Add"


Click "Import"


Double click on the first option "Adobe"


Click "Browse" to change the patch from Adobe to Nuance


Browse to "C:\Program Files (x86)\Nuance\Power PDF\bin\NuancePDF" & click "Open"


Make sure "Primary Application" is ticked and complete the process by clicking "Ok"




 




Vistra Skype Account


link

ID: 115005011025

Created at: 2017-09-08T11:22:14Z

Credentials which can be used for regular Skype;

Username:

vistra.trust

Password:

Artsiv1!

 

Zurich Printers Setup (& other offices)


link

ID: 115004930365

Created at: 2017-09-06T11:37:01Z

In Zurich there are 2 kinds of printers. Those coming from the Print server and the others directly attached to a PC (label printers).

All settings for all printers are the same:

These settings were asked to be in place by Bruno Sidler to all printers.

Print server: ZRHSRVDC001

IPs of all Printers in the Print Server:

 

There are 5 Canon Printers using the following Driver:

Canon Generic Plus UFR II

 

There are 6 HP Printers using the following Driver:

HP Universal Printing PCL 6

 

 

There is 3 Brother Printer using the following Driver:

Brother HL-3170CDW series

All Drivers got updated since Microsoft nowadays is forcing all printer vendors to create Signed Drivers and package-aware.

Without these type of drivers you probably get this:

For Vendors that do not update their drivers, there is a way through GPO to disable that popup.

In addition to update drivers I have performed the following tasks to the print server:

Since there was no GPO for Printers and all users had it manually connected I had to create a GPO for it.

GPO:

Vistra - Zurich - User Printers

Computer Settings (These settings will make sure about non-aware package drivers to be silently installed.

Computer settings:

Names of Print server and ZRHWRKXXX that have brother printer's shared on them have been added to following strings in the policy.

 

User Settings:

All printers are created and there are groups defined per printer to allow a user / group of users to have it assigned to its own PC. Those groups are under the OU named Printers.

 

For example:

If a user needs the printer ZRHPRN001:

You need to add that user to the group:

 

The user then needs to log off and log back in to get the membership of that group and printer will be added automatically.

 

Regarding the Label printers, there are two computers at this moment with those printers shared on the network.

ZRHWRK043 and ZRHWRK045

If someone needs access to those printers, like above, you add them to the relevant security group:

This method is applied in Zurich, Geneva, Malta, BVI, Antwerp

 

 

Australia - Internet Service Provider (TPG)


link

ID: 115004932789

Created at: 2017-09-06T07:31:00Z

VFR Customer Number: 2000038649

Helpdesk:

P: +61 1300347576

Account Manager:

Simon Mccartney

Simon.McCartney@tpgtelecom.com.au

Australia - Local IT Support (Quorom)


link

ID: 115004927665

Created at: 2017-09-06T07:28:15Z

Helpdesk:

Quorum Service Desk <servicedesk@qsit.com.au>

Helpdesk Manager:

Ryan Taylor

ryan.taylor@quorumsystems.com.au

M +61 410 290 816   P +61 2 8908 2919

General Manager:

Matthew Brotherson

matthew.brotherson@quorumsystems.com.au

M +61 421 050 238   P +61 2 8908 2910

Install & User of Bomgar Remote Support Tool


link

ID: 115004867929

Created at: 2017-09-04T12:35:56Z

Bomgar Remote Support  - IT User’s Guide.

 

Setup of the representative console.

 

Go to https://nlremotesupport.vistra.com/login , then login with your Vistra IT admin account.

Go to the ‘My Account’ tab and download the Bomgar representative console:

During installation, install the Bomgar display driver when given the option.

Once installed, you can then log into the tool using the Vistra IT admin account.

 


 

Connecting to Workstations

There a several available methods for connecting to a workstation using Bomgar, 3 of these are explained below.

Method 1 – Jump

The main screen of the console is split into 2 main parts:- the top half of the screens contains the connection queues and displays any currently active sessions.

The bottom half of the screen displays the jump clients installed on the endpoints. Click ‘refresh’to update the display with the currently active clients.

To use the ‘Jump’method simply double-click on the desired workstation in the list. The user will receive a pop-up on their screen informing them that you are trying to connect to their workstation. They will need to click ‘allow’ before you will be able to see their screen.

 

Method 2 – Jump To

At the top of the screen in the console, you will see the ‘Jump To’ button.

Click this, then change the ‘Jumpoint’to the location closest to the office you want to connec to. Then, enter the hostname of the workstation (ie. UKBRSWRK013) and click ‘Jump’, you will then need to enter credentials with admin access to the specified workstation. Again, the end user will need to allow the connection.


 

Method 3 – Remote support link.

You can email the end user a remote support link using the console. To do this, click the ‘Start’button in the top-left corner of the representaive console.

You should see this screen:

 

Click on the ‘email’ button to send a link directly to the user.

You’ll notice you can also access the other Jump methods from this start button. If for any reason you are not able to start the connection with the workstation, the user’s can go to https://nlremotesupport.vistra.com to initiate the connection from their side.

 

Once connected, you will have full access to the workstation and Bomgar will keep the connection alive if you need to reboot the machine you’re connected to.

How to Image/Re-Image a PC using WDS


link

ID: 115004833045

Created at: 2017-09-01T09:42:11Z

- Turn on PC:


- Press F12 intill you face the "One Time Boot Menu"

- Click on "Onboard NIC"

IMG_2570.JPG


The PC will then connect to JERSRVWDS01 and pull down the boot image file
IMG_2564.JPG

Setup will begin
IMG_2565.JPG

Change Locale from "US" to "United Kingdom"
IMG_2566.JPG

Enter your admin credentials (Make sure you enter work\ before your username)


Pick the image you would like to use on the PC:
JERWRK - Jersey Image
VGMLWRK - VGML Image
Blank PC - Clean Image
IMG_2568.JPG

The PC will then start to image and this will take around 10/15 minutes.
IMG_2569.JPG




You will then be logged in with the Europe-IT account automatically and the batch file with all the installations will run (This will take a further 5 minutes to run and install)





Once the batch file has been ran change the PC object name from JERWRK009 to the PC name which is labelled on the sticker on the top of the PC.












Restart the PC and the imaging process is complete, shut down the machine and the PC is ready to go.






 

FRA - Datev


link

ID: 115004827565

Created at: 2017-08-31T14:14:23Z

Datev lately has been updated to windows 2016 server by the vendor. It causes some issue while setting the account for outlook. In the attachments you can find an instruction and required files

 

Connection to Datev.

create a shortcut to the server of DATEV of the staff's desktop:

http://dcsgvistra.geiger-bdt.de/

Datev01.png

withing the Citrix session for Datev, please enter the O365 details for Outlook 2013

Datev02.png

user is invoicing.fra with invoicing.fra@vistra.com as email address.
The password can be found in the password manager

Chrome not launching in Citrix


link

ID: 115004824369

Created at: 2017-08-31T09:34:47Z

Chrome version 58 & above need to have API hooks disabled in order to work properly in Citrix XenApp 6.5 or later.

 

To disable this, open regedit on the affected Citrix server, go to HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\CtxHook

 

 

Add a string value named ExcludedImageNames 

Add the value chrome.exe,nacl64.exe

 

 

 

Chrome should then launch without issue.

ZRH - Colt DataCenter


link

ID: 115004821125

Created at: 2017-08-31T08:05:55Z

Colt Datacenter
Badenerstrasse 820
8048 Zurich
Switzerland

 

Account Number: A0190019

Rack ID: 2317

 

Support Tel:
0800 560 560
+ 41 (44) 560 07 20 20

 

Technology Customer Service
TechnicalSupport.CH@colt.net

Billing and account enquiries
CustomerServiceEnquiries@colt.net

 To announce a delivery to the Zurich datacentre, email colo.dcsd@colt.net 

 

Germany

0800 18 222 33 / + 49 69 56606 9000

TechnicalSupport.DE@colt.net

 

UK

0800 358 3999 / +44 203 140 2185

TechnicalSupport.UK@colt.net

Group - IT Emergency Out of Hours Number


link

ID: 115004640529

Created at: 2017-08-23T22:51:41Z

Monday to Friday 18:30 CET - 23:00 CET

Saturday to Sunday 07:00 CET – 16:00 CET

 

This is only to be used for emergency IT instances.  If any issues can wait until normal working hours then please send an email to itsupport@vistra.com.

 

The on call IT emergency telephone number: +31 88 560 9911

 

This number is also given in the recorded message when calling the Amsterdam IT team out of working hours.

 

 

Active Sync on MacOS


link

ID: 115004636345

Created at: 2017-08-23T12:32:35Z

If you want to setup an Exchange account on a MacBook please disable the Auto-discover. Here is how to do this:

 

Disable Exchange Autodiscover on Outlook

While Autodiscover with Microsoft Exchange can be great, sometimes a company can have a rather difficult DNS setup. Maybe it's their use of internal and external DNS servers with different IP addresses and hostnames for the mail server if you're on the network (in the office) versus when you're not. This can wreak havoc on Outlook's autodiscover feature. To disable Autodiscover, close Outlook completely, launch AppleScript, and type the follwing command (be sure to change AccountName to the profile name in Outlook.

tell application "Microsoft Outlook"
set background autodiscover of exchange account "AccountName" to false
end tell

After you hit the play button to run it, you can close AppleScript and reopen Outlook. Autodiscover will now be disabled so whatever server settings you put in, will stay.

 

https://stackengineer.com/macos/disable-exchange-autodiscover-outlook.html

 

 

Dubai Quickbooks 2017 License


link

ID: 115004630965

Created at: 2017-08-23T08:02:37Z

Dubai_QuickBooks_Activation.PNG

 

"C:\Program Files (x86)\Intuit\QuickBooks 2017\QBW32.exe" 

Cyprus - Viewpoint Nirvana Setup


link

ID: 115004561025

Created at: 2017-08-18T14:56:52Z

Please be aware that I have now setup the Cyprus Viewpoint Nirvana environments ready for the BSS team to start working with.

Note, this Nirvana database will note be used staff in Cyprus at this time and Unity remains the Live database for staff to carry out their day to day work.

Access to open this Viewpoint Nirvana environment is controlled with the following security group: Application - Cyprus Viewpoint Users

When a staff member is part of the above group they will then be presented with the two Citrix Published apps below to access the environments. For Go-Live, staff in the Cyprus office will access this from their Start Menu and launch locally rather than via Citrix:

*******************************************************************************************************************************************************************************

The Viewpoint Launch Path Directories for both the Live and Test Nirvana are in the following location:

Live: \\cypsrvsql001\vpapps$\CYPVIEWPOINT\Program\ViewPoint.Win.exe
Test: \\cypsrvsql001\vpapps$\CYPVIEWPOINTTEST\Program\ViewPoint.Win.exe

*******************************************************************************************************************************************************************************

To identify whether a staff member is using the Live or Test environment look at the menu bars. If it is yellow as bellow the staff member is in TEST, which can also be identified by the bottom status bar which displays the environment name and also SQL Instance / Database:

********************************************************************************************

These are the SQL databases that are used for the Live and Test instances of Cyprus Nirvana Viewpoint:

********************************************************************************************

The Viewpoint Reports SSRS Site can be accessed from the following link: http://cypsrvsql001/Reports_CYPVIEWPOINTSSRS

Access to the site requires for the staff member to be part of the Viewpoint Security group Application - Cyprus Viewpoint Users and then access to sub folders is controlled by the following groups:

Application - CYP Viewpoint SSRS - Accounts Report Access
Application - CYP Viewpoint SSRS - Administrators Report Access
Application - CYP Viewpoint SSRS - Chargeability Reports Access
Application - CYP Viewpoint SSRS - Compliance Reports Access
Application - CYP Viewpoint SSRS - Finance Reports Access
Application - CYP Viewpoint SSRS - Test Users

Any modification to these AD groups should come via a request from the BSS team to ensure that the staff member is suitable for access to the specific reports.

 

 

Jersey - Viewpoint Nirvana Setup


link

ID: 115004560449

Created at: 2017-08-18T14:52:28Z


Please be aware that I have now setup the Jersey Viewpoint Nirvana environments ready for the BSS team to start working with.

Note, this Nirvana database will note be used staff in Jersey at this time and the existing Viewpoint (JERSRVSQL01\JERVIEWPOINT) remains the Live database for staff to carry out their day to day work.

Access to open this Viewpoint Nirvana environment is controlled with the following security group: Application - Jersey Viewpoint Nirvana Users

When a staff member is part of the above group they will then be presented with the two Citrix Published apps below to access the environments. For Go-Live, staff in the Jersey office will access this from their Start Menu and launch locally rather than via Citrix:

***************************************************************************************
The Viewpoint Launch Path Directories for both the Live and Test Nirvana are in the following location:

Live: \\jersrvsql001\vpapps$\JERVIEWPOINT\Program\ViewPoint.Win.exe
Test: \\jersrvsql001\vpapps$\JERVIEWPOINTTEST\Program\ViewPoint.Win.exe 

*****************************************************************************************

To identify whether a staff member is using the Live or Test environment look at the menu bars. If it is yellow as bellow the staff member is in TEST, which can also be identified by the bottom status bar which displays the environment name and also SQL Instance / Database. Note that the Nirvana Live is currently green due to Jersey already using Viewpoint, this will be changed to white when this new environment goes live:

*******************************************************************************************************************************************************************************

These are the SQL databases that are used for the Live and Test instances of Jersey Nirvana Viewpoint:

********************************************************************************************************************************************************************************

The Viewpoint Reports SSRS Site can be accessed from the following link: http://jersrvsql001/Reports_JERVIEWPOINTSSRS

Access to the site requires for the staff member to be part of the Viewpoint Security group Application - Jersey Viewpoint Nirvana Users and then access to sub folders is controlled by the following groups:

Application - JER Nirvana SSRS - Accounts Report Access
Application - JER Nirvana SSRS - Administrators Report Access
Application - JER Nirvana SSRS - Chargeability Reports Access
Application - JER Nirvana SSRS - Compliance Reports Access
Application - JER Nirvana SSRS - Finance Reports Access
Application - JER Nirvana SSRS - Test Users

Any modification to these AD groups should come via a request from the BSS team to ensure that the staff member is suitable for access to the specific reports.

 




AIS Business Application Support Procedures and Contacts


link

ID: 115004539189

Created at: 2017-08-16T23:17:52Z

VPM Support

 

Steps to contact VPM support

Immediate Help – 8 am-7 pm EST/EDT

Email help requests after 7pm EST/EDT are returned by 9 am EST/EDT next day

Immediate Help – 7 pm-8 am EST/EDT


 

Eze Support

Steps to contact Eze support

General Help

Immediate Help             

Planned Help – for Implementation only

 

 

Finomial (MyFunds) Support

 

Steps to contact Finomial support

Immediate Help – 9 am-6 pm EST/EDT

Immediate Help – 6 pm-9 am EST/EDT

 

VPM Server Environment


link

ID: 115004539069

Created at: 2017-08-16T23:03:40Z

IP Addresses


link

ID: 115004539029

Created at: 2017-08-16T23:01:00Z

Server Applications and their Install Locations


link

ID: 115004541665

Created at: 2017-08-16T22:57:12Z

US Network Map


link

ID: 115004541605

Created at: 2017-08-16T22:51:01Z

LUX - 2gears


link

ID: 115004491325

Created at: 2017-08-11T13:54:47Z

contact for governance.io

 

email support@governance.com
(old support@governance.io)


Tel:

+352 28 86 18 63
+352 28 86 18 71

 

 

Marie Autuori
Head of Professional Services - Governance.com -
marie.autuori@governance.com -
 +352 671 096 709

PeterConnect - Admin Mode


link

ID: 115004477849

Created at: 2017-08-10T12:42:16Z

Initial config for new person:

F1 - 879401
F2 - 879402
main number - +3188560XXXX (receptionist owner)

 

PeterConnect - Admin mode

 

-Open the PeterConnect application. Once opened go to settings - technical settings and press the following key-shortcuts: ctrl + shift + tab.

 

You will be prompted to fill-in a password: 1478

 

You will now be able to change the settings in here.

 

Settings-Per-Tab:

 

Mobile Iron P1 Out of Hours Support Information


link

ID: 115004439049

Created at: 2017-08-04T13:56:03Z

 

Support@infinigate.co.uk
+18452000317 Option 2







HISTORICAL INFO BELOW DO NOT USE!!!!!!

MobileIron P1 out of hours support overview

The P1 out of hours support is an Engineer to Resolution service for MobileIron Critical issues only.

If you experience a critical issue outside of standard business hours (Monday-Friday 9:00-17:30 GMT) call the P1OOH number to speak to an engineer on call.

This on call service is provided 24x7x365.

Standard Business Hours

During the hours of 09:00 to 17:30 Monday to Friday GMT you must log calls via the normal method.

Phone: +44 (0) 2036 515 392

Email: Support@cwsi.ie

Outside Standard Business Hours

Outside of standard business hours you must phone the on call number which is provided below.

Phone: 00353 1 2944806

Email: Not accessible via email

 

Full info attached.

 

Cyprus - Quorum Jordans install/configure


link

ID: 115004423269

Created at: 2017-08-03T08:30:50Z

As of 1st of August 2017, the Quorum database from Jordans has been migrated to the Vistra virtual hosts in Cyprus. The Cyprus office already owns a Quorum instance. Now they have 2 different Quorum databases

 

Install application

**Please note that you do not have to install the client for the Jordans database if the client for the Vistra database has already been installed. Please refer to below if you want to connect to the Jordans database with an existing client

1. Open a web browser on the users pc and navigate to http://jordanscx:3030

2. install the client by clicking Install

3. Once the application has been installed make sure you connect to the right database by filling in the right server name. Leave everything else default

Creating users

Please make sure you have enough licenses before creating users.

1. Login to with the Quorum client using the administrator account. Credentials can be found in password manager

2. Click Maintenance -> Employees. In here you can create as many users as you want.

3. Assign the license by clicking Security Settings -> Green PLUS

4. Select the user that needs to login and fill in required fields like below. Please note that you do not have to fill in level 2 password. Please make sure you tick Enable Corporate and Enable Banking.

Now the user is able to login.

Please note that if you get the following error when pressing save

you do not have enough licenses. Either new licenses need to be bought or you have to discuss with the MD if you can remove existing users from the Security (License) page.

WAVE Troubleshooting Guide and Support Matrix


link

ID: 115004393049

Created at: 2017-08-02T03:41:53Z

FAQ Link:

https://help.mckinseywavesupport.com/Wave_1/Troubleshooting_and_FAQ

Support Email:

support@mckinsey.com

Escalation Team:

Vishesh_Bajaj@mckinsey.com

Shin_Teo@mckinsey.com

Refer to the attached for more troubleshooting information.

Common Operational Issues - US Datacenter


link

ID: 115004392209

Created at: 2017-08-01T21:18:19Z

 Common Operational Issues – US Datacenter

1)      Support Tools accessible via https://uscitrix.vistra.com (using your WORK\username! admin credential)

a.       Powershell ISE

b.      Citrix AppCenter

c.       vSphere Client

d.      VPM15

2)      Common Issues

a.       VPM Rebuild Queue Backlog – High Volume of Fund-specific records to process

                                                               i.      Resolution

1.       Launch VPM15

2.       Login with Username/Password Authentication to appropriate environment (VPM3-15 or VPM6-15)

a.       Username – vpmsupport

b.      Password – Please call +1 212-500-6170

3.       Click the System ribbon, Rebuild Queue button in the upper left corner

4.       Click the magnifying glass

5.       Note the code from the Fund column for the fund causing the backlog

6.       Launch Admin Powershell ISE

7.       Open F:\IT\AIS\Scripts\Powershell\VPM-Slow_Release_Holds-VPM3.ps1

8.       For $DB, enter VPM3 or VPM6 as appropriate to the environment with the backlog

9.       Update the $fnCode variable with the code noted in step 5

10.   Execute.
This script will place all records with that fund code on hold and subsequently enter a loop which will release the holds one by one provided there are no more than 3 non-held records in the queue at a time.  Items for other funds will then be able to jump to the head of the line.

b.      VPM Rebuild Queue Backlog – Process Server Not Running

                                                               i.      Resolution (end-user accessible)

1.       Launch VPM15 (same as above)

2.       Click the System ribbon, Status button in the Process Server section on the left

3.       Click the Start button in the right corner of the Status tab

                                                             ii.      Resolution (admins only, if steps above fail to restart the Rebuild Queue)

1.       Launch Admin VMware

a.       Enter ps-it-admin-01.cac.nnw for IP Address/Name

b.      Check  “Use Windows session credentials”

2.       Open a console window to PS-RB-VPM-15

a.       Username – cacnnw\sungard

b.      Password – Please call +1 212-500-6170

3.       Open services.msc (pinned to taskbar)

4.       Restart service Sungard VPM PS

c.       Bloomberg Console – connection limit reached

                                                               i.      Cause – stale vSphere console session

                                                             ii.      Resolution

1.       Launch Admin VMware

2.       Choose Administration->Sessions

3.       Log off any idle end-user sessions

4.       Please do not log off sessions for any of the following accounts:

a.       CACNNW\svc_Zerto

b.      CACNNW\svc_xenapp

c.       CACNNW\ahill

d.      CACNNW\fmcconnell

e.      Or your own account… J

d.      Citrix sessions – Multiple Concurrent Connection error

                                                               i.      Launch Admin Citrix AppCenter

                                                             ii.      Find and disconnect user’s active session

                                                            iii.      If user still gets the error (does not reconnect to active session), log off the session instead

Cyprus - Tape back-up


link

ID: 115004389065

Created at: 2017-08-01T16:13:26Z

This article is created to explain how to change the tapes within the Cyprus office to ensure smooth back-ups. The daily checks have to reflect with the below (On Friday tape should be inserted and on Monday a new tape should in inserted).

To be done on Friday

To be done on Monday

Every day there will be a tape back-up running. Every Friday Lilia from the Cyprus office has to put in a new tape. This tape has to be labeled as below:

Tape ID : 1 + week-number + year

This back-up will run until Monday and contains 2 tapes. So on Monday the office has to be contacted to make sure the second tape has been inserted. Lilia has to label this tape as:

Tape ID : 2 + week-number + year

Please note that by the end of the month the label from the tape has to be different:

Tape ID: 1 + month + year

Example: Tape 1 July 2017, the tape on Monday should be labeld as Tape 2 July 2017.

 

Please see below tabel. On Tuesday, Wednesday, Thursday Lilia has to fill-in the tape that is labeled with that day (same as in Amsterdam).

Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Ongoing weekly Daily back-up Daily back-up Daily back-up Weekly back-up Ongoing weekly Ongoing weekly

 

Contact details Lilia:

Lilia Akrivopoulou

Vistra (Cyprus) Ltd | Front Desk

Tel: +357 25 817 411

 

*Please see attached document for more info.

McAfee DLP bypass to allow upload to specific URL


link

ID: 115004372629

Created at: 2017-08-01T09:43:38Z

To allow users to upload files to a specific URL follow this guide.

 

**NOTE - Users MUST have approval for this from the appropriate person in their office**

 

Log into https://amssrvepo001:8443 

 

Go to Menu > Policy Catalog, then click on 'Vistra - Client Configuration'

 

Choose 'Web Protection' on the next page, then scroll to the bottom of the right-hand pane.

Fill in the protocol with http or https, then the url (this should be the top-level domain only - for example, vistra.com, not vistra.com/remote)

Click 'Add', then 'Apply Policy' , when the agent on the user's workstation updates policies (this happens once per hour) then they should be able to upload to the site.

 

 

AMS - Create Permanent DLP Bypass for Removable Storage


link

ID: 115004366425

Created at: 2017-08-01T07:04:16Z

This guide details how to permanently bypass a specific USB/Removable storage device for users in the AMS hub / Connected to the AMS EPO.

**NOTE - Users MUST have approval for this from the appropriate person in their office**

Step 1  - Identifying the device

Connect remotely to the user's workstation and then go to this location from their desktop:

\\AMSSRVDC005\NETLOGON\Global\DLP  

 

**Note that you need to replace the server name with whichever domain controller the user authenticates with

 

**Ask the user to unplug the USB device, then plug it back in.**

 

Run 'USBDeview.exe'

 

This tool will show you a history of all devices connected to the workstation, click on the column 'Last Plug/Unplug' to sort the column by most recently connected device.

 

Right-click on the device, click 'Properties', this will show you the information for that device. You can copy and paste from this.

 

Copy the Serial number, the Vendor ID & the Product ID

 

Step 2 - Creating the bypass

 

Log into the Amsterdam EPO: https://amssrvepo001:8443 

 

Go to Menu > Policy Catalog

Make sure that 'Product' is set to Data Loss Prevention 10'

Click on 'Vistra  - DLP Policy'

Then click, 'Vistra - Device Control'

 

Click on 'Block Removable Media'

 

On the next page, click 'Exceptions' and then the 3 dots next to the list of devices:

This brings you to the list of 'allowed' devices, click on 'New Item', then you'll see this screen:

 

 

 

From the categories on the left side, click 'USB (VID/PID Codes) & USB Device Serial Number.

Change the name to something which describes the device best, for example: 'AMS - CommerzBank USB - Roel'

Enter the Vendor ID, Product ID & Serial number you copied earlier from the USBDeview.exe tool, then click 'save' in the bottom-right.

 

This brings you back to the list of allowed devices, make sure your new item is checked, and then click 'OK'.

Click Save again in the bottom right corner.

 

Now, go back to Menu>Policy Catalog> Vistra - DLP Policy. You should then be back on this screen:

As in the screenshot above, you should see that there are pending changes. Click 'Apply Policy'

This screen appears to confirm which policy is being updated, click 'Apply Policy' again:

 

You should then see this screen:

 

The device you added will now be allowed but monitored by McAfee DLP, as soon as the McAfee Agent on the user's workstation updates policies (this happens once per hour) then the user can use the device.

 

NL Viewpoint India - Amsterdam Shared Folder


link

ID: 115004362149

Created at: 2017-07-31T11:19:30Z

For Information, the following share was created for colleagues in India to share data while logged into the NL Viewpoint - India citrix environment

 

Share name is 'VistraIndia$' and it maps to: \\AMSSRVFS001\VistraIndia$ 

 

This has been added to the start menu for the NL Viewpoint Desktop - India as 'Vistra India AMS Share' 

 

 

There is a security group giving read/write access to the share, anyone requiring access needs to be in the following security group: 'Security - Amsterdam - Vistra India Share'

 

 

 

Vistra Sharefile Permissons - Employee Setup


link

ID: 115004334345

Created at: 2017-07-28T13:12:50Z

When creating new Employee’s in Vistra Sharefile please ensure you disable the below permissions for all staff members, below permissions with the arrow next to them need to be disabled If these aren’t changed on employee creation by default they are given the below in yellow permissions by default.

Unfortunately we are unable change the default permissions at this point so this will have to be completed manually when creating the user.

Please also change the storage zone from Public Cloud to Private Cloud (As stated below).

This ensures there that there upload data is stored in our on prem storage zone rather than Sharefiles cloud storage.

Any issues or questions let me know!

Adding Representatives to Bomgar


link

ID: 115004296269

Created at: 2017-07-25T07:17:42Z

To add Representatives to Bomgar Remote Support, do the following:

 

For IT Support users, add to this AD group:

Application - IT - Vistra Group - Bomgar ITreps

 

 

For Business Systems Support users, add to this AD group:

 

Application - IT - Vistra Group - Bomgar BSreps

 

 

Once added, allow time for replication (usually only a few minutes), they can then go to https://nlremotesupport.vistra.com/login to download and install the Bomgar Representative Console.

 

 

See this KB for a guide on using the support console.

LUX - XL Fisc


link

ID: 115004276005

Created at: 2017-07-24T07:27:47Z

Hi,

Please find attached guide for enabling the license for XL fisc

Notes on Worksite Indexer


link

ID: 115004251905

Created at: 2017-07-20T13:08:50Z

 

Please be aware that whilst investigating an issue with the Amsterdam Indexer yesterday with an engineer from Phoenix I found that the issue was due to the version of Java being updated.

 

When installing updates to the Worksite indexers, please leave the Java at version 6 as it seems from version 7 Java no longer has a verify.dll that the Worksite Connector service is looking for and fails without:

 

‪C:\Program Files (x86)\Java\jre6\bin\verify.dll

 

Please also note that there is a specific stop / start order for the Indexer services and if these are not followed can corrupt the search index for Worksite and they will require a full re-index.

 

Service Stop Order:

  1. Worksite SyncTool
  2. Worksite Connector
  3. Worksite Ingestion
  4. Worksite Active DIH
  5. Worksite IDOL
  6. Worksite Active Content Engine
  7. Worksite Content Engine (All) (3-2-1)

 

Reboot the server

 

Service Start Order:

  1. Worksite Content Engine (All) (1-2-3)
  2. Worksite Active Content Engine
  3. Worksite IDOL
  4. Worksite Active DIH
  5. Worksite Ingestion
  6. Worksite Connector
  7. Worksite SyncTool

 

Please notify the BSS team if you are updating the Indexers so that they are aware if staff start reporting issues to them and also carry out worksite searches post installing updates.

Bristol - Viewpoint Nirvana Setup


link

ID: 115004248989

Created at: 2017-07-19T15:22:48Z

Please be aware that I have now setup the Bristol (Jordans) Viewpoint Nirvana environment ready for the office to start testing with prior to integration.

Access to open this Viewpoint Nirvana environment is controlled with the following security group and is currently only available via London’s Citrix Farm. The relevant Bristol office staff will be added after the BSS team have carried out their initial checks: Application - Bristol Viewpoint Users

When a staff member is part of the above group they will then be presented with the two Citrix Published apps below to access the environments. For Go-Live, staff in the Bristol office will access this from their Start Menu and launch locally rather than via Citrix:

*******************************************************************************************************************************************************************************
The Viewpoint Launch Path Directories for both the Live and Test Nirvana are in the following location

Live: \\ldnsrvsql001\vpapps$\BRSVIEWPOINT\Program\ViewPoint.Win.exe
Test: \\ldnsrvsql001\vpapps$\BRSVIEWPOINTTEST_Nirvana\Program\ViewPoint.Win.exe

*******************************************************************************************************************************************************************************
To identify whether a staff member is using the Live or Test environment look at the menu bars. If it is yellow as bellow the staff member is in TEST, which can also be identified by the bottom status bar which displays the environment name and also SQL Instance / Database:

 

*******************************************************************************************************************************************************************************

 These are the SQL databases that are used for the Live and Test instances of Bristol Nirvana Viewpoint:

********************************************************************************************************************************************************************************
The Viewpoint Reports SSRS Site can be accessed from the following link: http://ldnsrvsql001/Reports_BRSVIEWPOINTSSRS

Access to the site requires for the staff member to be part of the Viewpoint Security group Application - Bristol Viewpoint Users and then access to sub folders is controlled by the following groups:

Application - BRS Viewpoint SSRS - Accounts Report Access
Application - BRS Viewpoint SSRS - Administrators Report Access
Application - BRS Viewpoint SSRS - Chargeability Reports Access
Application - BRS Viewpoint SSRS - Compliance Reports Access
Application - BRS Viewpoint SSRS - Finance Reports Access
Application - BRS Viewpoint SSRS - Test Users

Any modification to these AD groups should come via a request from the BSS team to ensure that the staff member is suitable for access to the specific reports.

********************************************************************************************************************************************************************************

 

 

 

Mimecast - Security Matrix


link

ID: 115004241409

Created at: 2017-07-19T09:42:16Z

 

Please find the Mimecast Security Matrix attached which show access levels assigned within Mimecast and which staff are able to perform certain tasks.

P2V - GPT Disk to Hyper-V


link

ID: 115004208745

Created at: 2017-07-17T12:18:34Z

This guide shows how to import GPT formatted disks into Hyper-V.

tl;dr. Hyper-V does not support GPT in boot drives. You will need to remove the boot partition and repair it manually to mbr. To see if you have GPT disk, go to disk management, right click Disk 0 (Or where ever your C:\ is installed on), go to properties, Volumes tab. Look at the Partition Style part.

 

Requirement:
- Server OS .iso
- Workstation with workstation OS
- AOMEI Partition Assistant (www.disk-partition.com)

 

1. P2V the disk to a VHDX or VHD. Use VHDX only if you workstation OS is 8 or higher

2. On a workstation (non-server OS) download and install the trial for AOMEI Partition Assistant (www.disk-partition.com)

3. In Disk management attach your .VHD(X)

4. Start AOMEI Partition Assistant and find your attached VHD(X)

5. Remove everything in front of you main partition

6. Right click your disk and select Rebuild MBR and click on OK

7. Click on Apply on the top left. Then Proceed and click YES

8. Create new VM in Hyper-V and attach the VHD(X). Do not add the NIC yet (just to be sure), also attach Server OS .iso as a disk.

9. Boot from Server OS .iso and choose Repair OS

10. Get to a CMD prompt. There is a different way to get there for each OS. If needed, google it.

11. in the CMD window type the following:
- diskpart
- list disk
- select disk 0
- list partition
- select partition 1
- active
- EXIT

12. Restart VM and boot from .iso again. Get to same CMD prompt as the previous step

13. Type in the following commands:
- bootrec /fixmbr
- bootrec /fixboot
- bootrec /rebuild

14. Say yes when prompted with the question to add installation to boot list

15. Restart server

16. boot from .iso again and go to the CMD prompt and type in the following:
- cd recovery
- startrep

17. If you end up with errors you're probably on server 2012 or above. In this case, you can start booting the OS normally now.

18. Windows will do some registry changes. Let it finish before turning it off again.

 

 

 

(Source: https://www.youtube.com/watch?v=DDaSFRAviq4)

Datacentre Overview


link

ID: 115004171525

Created at: 2017-07-12T21:43:08Z

External IP Overview


link

ID: 115004171465

Created at: 2017-07-12T21:36:51Z

SAI Global LMS: IT Support Process


link

ID: 115004129225

Created at: 2017-07-10T07:35:42Z

Contacting the SAI Global Help Desk

The SAI Global Help Desk can be contacted as follows:

Telephone:  +44 (0)845 6852323

Email: emeasupport@saiglobal.zendesk.com

 

*Refer to the attached for full guide

Soest - IT 3rd Party - Systemhaus Ruhrgebiet


link

ID: 115004128625

Created at: 2017-07-10T06:21:48Z

Contact for new workstations:

Jan Prause
IT-Support

Telefon   +49 2302 98141 11
Fax         +49 2302 98141 19

E-Mail     it-support@systemhaus-ruhrgebiet.de
Website  www.systemhaus-ruhrgebiet.de

Singapore Nimble VH Configuration


link

ID: 115004068745

Created at: 2017-07-06T06:07:16Z

Please see attached

Cyprus Nimble


link

ID: 115004033685

Created at: 2017-07-03T07:16:23Z

Please see attached Nimble configuration with all of the relevant information.

 

Installed on: 30-06-2017

Done by: Joey Kanters / Lloyd Philippus (Team AMS)

Datacentre Info 300617


link

ID: 115004009789

Created at: 2017-06-30T16:19:26Z

Nimble Configs 300617


link

ID: 115004002305

Created at: 2017-06-30T16:13:05Z

Europe Network Diagrams 300617


link

ID: 115004009749

Created at: 2017-06-30T16:09:57Z

Asia Network Diagrams 300617


link

ID: 115004002245

Created at: 2017-06-30T16:06:45Z

PWC Compass - FATCA Entity Analysis Portal


link

ID: 115003808825

Created at: 2017-06-20T15:40:08Z

The PWC Compass tool is used by staff around the group to maintain FATCA classifications and classify new entities as part of their business as usual processes. Compass is a web-enabled solution which supports the classification and maintenance of those classifications, with a full audit history, reducing the risk of penalties or internal audit scrutiny and enabling organisations to have a consistent approach to classification allowing a streamlined response to FATCA / CRS status requests from third party financial institutions.


Server Setup
AMSSRVCMPS001 - SQL Server
     10.30.10.165
     2 x Processor Cores
     16GB RAM
     C: 100 GB
     D: 100 GB
     SQL Backup Location: \\amssrvfs001\sqlbackups$\AMSCOMPASS
     Instance / Server Access AD Group: WORK\Security - IT - Amsterdam PWC Compass Administrators



Web Interface connects to the SQL database using this SQL Login (Password in NPM):



AMSSRVCMPW001 - Web Server
     10.30.10.166
     2 x Processor Cores
     16GB RAM
     C: 100GB
     Server Access AD Group: WORK\Security - IT - Amsterdam PWC Compass Administrators



Front End Application
This is purely web based and can be accessed via the following URL for both Administration and Staff use: http://amssrvcmpw001/Compass

User Setup & Password Resets
This task is currently with the following two staff based in the Jersey Office but may change in the future:
Pravin Yeole - Pravin.Yeole@vistra.com - +44 1534 504513
Michelle Le Blond - Michelle.LeBlond@vistra.com - +44 1534 504517

This is configured to send to the compass.portal.admins@vistra.com distribution group in the following config file on AMSSRVCMPW001:


Key Vistra Contacts
Jon Le Page - IT Technical Lead
Pravin Yeole - Project Manager
Michelle Le Blond - Project Team

Installed via Bomgar PAM by PWC Employees April 2017
Sudheer Parwana
PwC | Senior Manager
Mobile: +44 (0) 7734 958 870
Office: +44 (0) 121 265 5380
Email: sudheer.parwana@pwc.com

Charn Gill (UK - Data Assurance)
PwC | Senior Associate
Office: +44 121 265 6961
Mobile: +44 7701 296 092
Email: charndeep.s.gill@pwc.com

Group - Upgrade StorageZones Controller - Sharefile


link

ID: 115003801649

Created at: 2017-06-20T07:51:04Z

To upgrade the StorageZones controller version on Sharefile, follow these steps:

 

Refer to this page for a guide to which version to install:

http://docs.citrix.com/en-us/storagezones-controller/3-4/sf-upgrade-storagezones.html 

 

Sign into the Downloads page, login details are under the Sharefile group in the password manager:

 

 

https://www.citrix.com/downloads/sharefile/ 

 

 

 

If you are currently running StorageZones version 2.0 then you will need to first install ShareFile StorageZones Controller 3.0.1, then restart the server. Once completed, then you can install the latest version (5.0 at time of writing this guide)

 

Before installation, take a snapshot of the server or ensure you have a backup from the same or previous day.

 

Installer is simple next, next, next, finish then restart.

 

Once installation is complete, test that you can login to your Sharefile instance on the internet then test uploading and downloading a file to confirm functionality.

 

 

 

 

Group: PeopleHR Admin Guide


link

ID: 115003738629

Created at: 2017-06-15T03:20:53Z

Refer to the attachments

Arcserve - add agent


link

ID: 115003721569

Created at: 2017-06-13T15:35:25Z

How to add agent to new installed servers.

 

1. Login the Arcserve Webinterface via https://amssrvstore001:8015

2. Go to resources -> All Nodes - Click on "Add Nodes"

3. Fill in the following credentials. Use username ->

Node = IP or name of server

Username =  svcamsbackup 

Password = can be found in PW manager

Description = Give name of server

 

 

4. Deploy agent to server by right click and choose - Install

5. After successful installation, the agent will be visible in Nodes Without a Plan

6. Now the plan needs to be assigned, so the server will make backups. Go to Plans -> All Plans -> Make sure you select the right plan. So for example:

-APP_AMSDS01_Data_6PM = Plan for applications stored on AMSDS01 (check on AMSSRVSTORE001) and will run on 6PM

So before assigning server, make sure you select the correct group with having enough space on the back-up server!

7. Select Plan -> Actions -> Add Nodes -> Select Nodes to Protect in Arcserve UDP -> Add the new server and press OK.

8. Make sure the back-up went successful by next day

 

MobileIron Admin Guide


link

ID: 115003706705

Created at: 2017-06-13T08:34:21Z

MobileIron Admin Guide

Group: Vistra ADFS Technical Guide


link

ID: 115003697629

Created at: 2017-06-12T06:40:47Z

This Document provides information on Vistra's ADFS Infrastructure and Solutions that relies on it.

Vistra_ADFS_Solution_Diagram.png

 

Authentication Flow:

  1. Client PC/browser tries to access the resource (Intranet, Skillsoft, Policyhub, Mimecast Mailbox)
  2. Resource server is not able to authenticate users as user is unknown, queries respective federation service
  3. Work.local AD is configured as a claims provider on the Federated Solution. Service Provider SAML/IDP Server queries work.local federation server for the user identity

4and5. Federation sever validates the user and issues a token to validate identity to the federation server in policyhub.

  1. Token is accepted and decrypted
  2. User is allowed to access the resource server
  3. Resource server contents are returned to user’s browser.

Account Provisioning:

1. Intranet

Create an intranet group under

"OU=Global Intranet Groups,OU=_Global,OU=Vistra,DC=work,DC=local"

The users on the group sync's to Intranet via SLDAP connections

2. Policyhub

Ensure that the new staff is a member of the PH security group found in

"OU=Global Policyhub Groups,OU=_Global,OU=Vistra,DC=work,DC=local"

The new user will sync within the next 24 hours

3. Mimecast

All work.local users will sync to Mimecast via SLDAP connections automatically 24hours after the account creation

4. SkillSoft

Normal accounts - add user to "SkillportUsers" security group

Admin account (HRBP) - add user to "SkillportLeadership" security group

Vistra ADFS Infrastructure Setup:

  1. AMSSRVADFS001 (10.30.10.2) – Primary ADFS Server
  2. AMSSRVADFS002 (10.30.10.3) – Secondary ADFS Server
  3. vistra.com (10.30.10.4) NLB cluster IP and ADFS service domain name
  4. ADFS service name service account is SVCADFS (saved in PW DB)

Note: auth.vistra.com has an external IP (152.194.64.8) and all Vistra/OIL, CEE offices and Policy Hub ADFS Servers are allowed to connect to this service via https. Also note that we are using a public SSL cert for this service which then needs to be renewed before expiry date.

 

SSL Cert Renewal (Token Signing and Token Encryption Generation):

*Note - Replacing the SSL and Service Communications certificates go hand-in-hand. Any time you are replacing one of these certificates, you must also replace the other. SSL certificates exist on all Federation Servers and Federation Server Proxy servers. Service Communications certificates only exist on Federation Servers.

1. Obtain a new certificate with the following requirements

    a. Enhanced Key Usage is at least Server Authentication. If you are obtaining this from an internal MS Exterprise CA, the Web Server template will work fine.
    b. Subject or Subject Alternative Name (SAN) must contain the DNS name of your Federation Service or an appropriate wildcard name
           Example: sso.contoso.com or *.contoso.com
    c. You may wish to generate the certificate request and mark the private key exportable so that you can move the certificate from one server to others in the case when you have a Federation Server farm or at least one Federation Server Proxy.
    d. Take note of which server was used to generate the certificate request. The private key is generated and stored here. When you receive the certificate from the issuing CA, you will need to bring that file back to the server where the request was initiated so that you can create a private/public key pair.
    e. The issuing CA that you choose is important because your Federation Server(s), Federation Server Proxy(ies), and all clients accessing your Federation Service must be able to chain to a trusted root certification authority when validating the SSL certificate. Customers will typically use a 3rd party, public CA for the SSL and Service Communications certificate.

2. ACL the SSL and Service Communications certificate to allow Read access for the AD FS 2.0 service account
*Note - For ADFS 2012 R2, see https://technet.microsoft.com/en-us/library/dn781428.aspx
Jump
**Note - This step must be completed on all Federation Servers only.

    a. Click Start, Run, type MMC.exe, and press Enter
    b. Click File, Add/Remove Snap-in
    c. Double-click Certificates
    d. Select Computer account and click Next
    e. Select Local computer and click Finish
    f. Expand Certificates (Local Computer), expand Personal, and select Certificates
    g. Right-click your new SSL and Service Communications certificate, select All Tasks, and select Manage Private Keys
    h. Add Read access for your AD FS 2.0 service account and click OK
    i. Close the Certificates MMC

3. Bind the new SSL and Service Communications certificate to the web site in IIS which hosts the Federation Service
*Note - For ADFS 2012 R2, see https://technet.microsoft.com/en-us/library/dn781428.aspx Jump
**Note -
This step must be completed on all Federation Servers and Federation Server Proxy servers.

    a. In IIS7 on Windows Server 2008 and Windows Server 2008 R2, you will select the web site, right-click, Edit Bindings, and select the SSL port, Edit, and use the drop-dwon to select the new SSL certificate:

       

*Note - Be careful when making your certificate selection. Your old SSL certificate and new SSL certificate will likely have the same subject name and/or friendly name, and this may make it difficult to differentiate between the two certificates. When in doubt, use thumbprint matching (see the Thumbprint Matching section at the end of this article).

4. Set a new Service Communications certificate in the AD FS Management console
*Note - This step needs to be completed just one time on a single Federation Server in the farm. Proxies are not involved here, and other Federation Servers in a farm will pick up this change automatically.

    a. Launch AD FS Management from the Administrative Tools menu
    b. Expand Service and select Certificates
    c. In the Actions pane, click Set Service Communications Certificate...



    d. You will be presented with a list of certificates that are valid for Service Communications. If you find that your new certificate is not being presented in the list, you need to go back and make sure that a. the certificate is in the local computer Personal store with private key associated, and b. the certificate has the Server Authentication EKU.
    e. Select your new Service Communications certificate and click OK

* Note: Be careful when making your certificate selection. Your old Service Communications certificate and new Service Communications certificate might have the same subject name and/or friendly name, and this may make it difficult to differentiate between the two certificates. When in doubt, use thumbprint matching (see the Thumbprint Matching section at the end of this article).



5. Test SSL functionality for internal and external users to ensure that SSL is working as expected on the Federation Servers and the Federation Server Proxy servers.

6. Run the below commands to generate the Token Signing and Encryption Certificates

Update-ADFSCertificate -CertificateType Token-Signing -urgent
Update-ADFSCertificate -CertificateType Token-Decrytpting -urgent

Set the certificates as primary certificates once generated

8. Upload the token-signing cert to SAAS application portal (Intranet, Policyhub, Skillport)
Contact respective vendor support team to do this.

Intranet - help@interact-intranet.com
Policyhub - HelpDesk-GRC <grchelpdesk@hiteclabs.com>
Skillsoft - support@skillsoft.com

No need to upload the token signing cert in Mimecast as mimecast does it automatically.

7. Test Functionality for Intranet, Policyhub, Skillsoft, Mimecast MFO

 

 

WOL Issue / APIPA on domain controllers


link

ID: 115003628189

Created at: 2017-06-07T00:09:55Z

We had a Wol issue in Luxembourg, the wol packets were not allowed by our core switch because the source IP Packets were in range 169.254.X.X, instead of having the server address

 

The WOL packets were originated from our Domain Controllers WOL Client on LUXSRVDC001

 We found an article saying that domain controllers have a strange behavior on disconnected NICs, compared to a normal Windows server :

The disconnected NICs are registering with an APIPA Address by default, and the WOL Client was taking it as the source IP

 After disabling the disconnected NICs on domain controllers, we were able to run our WOL correctly

 This behavior was likely occurring following recent Windows Updates

 This article talks about this behavior without giving an explanation why this happens

 

https://www.cbfive.com/domain-controllers-register-apipa-address-for-disconnected-nics/

 

IP Shown on WOL Sniffer :

 

169.254.X.X

 After disabling disconnected NICs

 10.50.10.110

 

 

Malta - Shireburn contact details


link

ID: 115003417569

Created at: 2017-05-26T08:17:10Z


Support & Implementation

E: support@shireburn.com   |   T: +356 2131 9977
Shireburn Software Limited, SkyParks Business Centre, Malta International Airport, Luqa LQA 4000, Malta.

MobileIron Setup Guide on iOS


link

ID: 115003405465

Created at: 2017-05-25T07:45:45Z

Jersey - Nimble Virtual Host Cluster Documentation


link

ID: 115003390345

Created at: 2017-05-24T08:52:57Z

Implement date: 10-05-2017 - 12-05-2017

Installed at JT Global Data Centre

 

Project leaders:

-Jonathon Le Page (jonathon.lepage@vistra.com) / +44 1534 504766

-Ross Pringle (ross.pringle@vistra.com) / +441534 504763

-Monyul Ali from Softcat  (MoynulAl@softcat.com) / +44 7702 940 876

 

Soest - IT 3rd party - Lanos


link

ID: 115003382809

Created at: 2017-05-24T08:15:07Z

LANOS Computer GmbH & Cie KG

Görlitzer Strasse 6

33758 Schloss Holte-Stukenbrock

 

TEL:
+49 5207 9520-55
+49 5207 9520-0 

FAX:
+49 5207 9520-20

service@lanos.de

Frederik.Juchart@lanos.de

 

Cayman office


link

ID: 115003359429

Created at: 2017-05-22T14:14:41Z

Title contact info
Managing Director Clive Gibbons  
Corporate & Private Clients Annmarie Levien Office manager
Senior Office Administrator Lovella Brooks IT Savvy - Senior office administrator

 

3rd Party Contact info
Ronco

support@roncocala.com

+13459167253

Did physical office integration. Hardware supplier 
Flow

https://discoverflow.ky/

ISP - 8MB up & 8MB down
Registery

https://www.registry.gov.ky

 Needs to know IP to have access.

cayman.jpg

Info about office

This office uses Citrix to work. They connect to AMSSRVCTX01.

 

FRA - VPN DTF


link

ID: 115003366225

Created at: 2017-05-22T13:27:18Z

Please find below email with the details for the VPN connection to DTF (client)

UPDATE  - 05/09/2017

Please see the DHCP reservation on FRASRVDC001 for the three DTF-PCs below:

DHCP_FRA.Office_DTF.VPN.png

Group - Arcserve UDP restore VM


link

ID: 115003309989

Created at: 2017-05-18T13:33:18Z

Dear All,

 

Please see attached file how to restore a VM with Hyper-V and Arcserve UDP BMR ISO.

This guide is for server which were backed up with an agent.

 

"recover VM" function only works for server which are agent-less.

The function "instant VM" is not a long term solution.

 

Thanks,

Equitrac Temporary Pin


link

ID: 115003256945

Created at: 2017-05-15T12:15:00Z

See instruction on how to create temporary pin when printing:

 

1) Open the following server in Work.Local (AMSSRVPRN002)

2) Connect to Account Manager ( right click Account Manager) - > run as administrator

3) Go to Users - Search for the name of the User

4) Alternate Primary PIN: date today ie. (date: May 15) = 1505 

 

AMS - Deutsche Bank driver


link

ID: 115003256545

Created at: 2017-05-15T12:07:51Z

Please use below link for downloading the correct driver (smartcard):

https://autobahn.db.com/microSite/html/software_download.html

Install HP Insight Agent


link

ID: 115003224305

Created at: 2017-05-12T07:56:13Z

This guide will explain how to install the HP Insight Agent. These should be installed on (new) virtual hosts clusters.

1. Download HP Insight Agent from this link: HP Insight Agent - Server 2012

2. Login as administrator -> Install SNMP role (shown below).

 

3. Install the HP installer

 

4. After installing the HPE System Management tool is able to capture all hardware information. HPE SM can be opened by via: https://localhost:2381/

 

5. Event Notifier Config is now available, settings can be configured in here

 

 

 

Nimble Storage Introduction and Administration Overview


link

ID: 115003109629

Created at: 2017-05-05T04:36:45Z

ZRH - Securitas


link

ID: 115003102745

Created at: 2017-05-04T12:49:41Z

Backup tapes for the Zurich office

requesting and deposing tapes

 

Daniel Oeschger

daniel.oeschger@securitas.ch

+41 44 466 66 66

+41 44 466 66 31

 

local office contact Thomas Morgan

Group: O365 Starter and Leaver Process


link

ID: 115002860265

Created at: 2017-04-26T10:06:16Z

refer to attached

Simcard ownership


link

ID: 115002859625

Created at: 2017-04-26T09:44:00Z

This page will have an overview of which person has which number and which Simcard belongs to that person. 

 

Name Mobile phone number ICCID (Sim serial) PUK IMEI
Stephanie Van Eck 0657574675 8931440301768333336 41749769 0000
Zainab Djorai 0615563630 8931440301768334565 79225787  0000
Stefan Bijvoet 0615657980  8931440301766493165 23019884  0000 
Claire Giesberts  0654208696  8931440301768333989  66346269  359485051355273 
Jan Willem-Sterk  0615175247  8931440301751183730  50938653  0000
Susanne du Long  0615561676  8931440301768334573  54092866  0000 
Rutger Banning  0621829950  8931440301786334631  45339381  0000 
Fauzia Fuad  0623386246  8931440301768333286  97373032  0000 
Ben Everhard  0653469602  8931440301768333310  44475539  0000 
Rick Eshuis 0623709529 8931440301768333302 89541025 0000
Ad Luijks 0653171104 8931440301791700477 76284769 0000
Bram Breukink 0651640200 8931440301768333328 84155622 0000
Maria Noel 0611483510  8931440301766493199 74971893  0000 
Uri Pop  0621829265    38815242  0000 
    8931440301763547740 64707666   
Boud Arkenstijn 0615186156  8931440301747213211  83844647  0000 
Lucas Lambrechtse  0615346774  8931440301747213203  46739051  0000 
Hemy Lo    8931440301768334037  67197904  0000 
Leontien Kamphuis 0615203156 8931440301766493157  51279826  0000 
Arjan Hoogland 0615382705 8931440301766493181 48957608 0000
Tim van de Schaaf 0615450110 8931440301768334078 51552167 0000
Yasmina El Hamdani  0615607846 8931440301768334060  941025774  0000 
Jaap Medema  0615619757  8931440301766493132  90585442  0000 
Ashab Nawaz  0615244898  8931440301766493207  48140411  0000 
Ewout Michels  0611087259  8931440301766493173  68630763  0000 
Anna Kurenkova

0615572260

8931440301725697583 41943898 0000

Tracey Chan (Temp)

0650459752  8931440301766493140 97622325 0000
Djonie Spreeuwers

0631960848

 
8931440301713916920  50602449  0000 
Harold Rijksma  0657874424  8931440301768334052  37439101

0000 

Marcella Assendelft 0653272770 8931440301768334003   0000
Gisele de Smedt 0653324493 8931440301768334029   0000
Anouk Jansen 0646801803 8931440301768334045   0000
Yvonne Theuns 0654351859 8931440301768334011 79454549 0000
Jurriaan de Zwart 0646958679 8931440301791700485 82913862 0000
Cornelie Muhren    8931440301791700410  21921267  356650089299905
Elise de Bree    8931440301791700428  25923701  359485081339004
Gerard van Hunen        359485081202434 
Avinash Baldew  0621149827  8931440301791700402  12297946  359485081355596 
Martin Cernohorsky   8931440301791700436  88472920  359485081323941 
Diederik Kales 0654304995 893144031700196 70936041 359485081155830
Wouter Swierstra       359485081237679
         
         
         
         
         
         
         
         

 

 

 

 

 

 

 

AD Recycle Bin: Restore Deleted Objects


link

ID: 115002812949

Created at: 2017-04-25T02:57:02Z

See attachement

AMS - Finscan configuration settings


link

ID: 115002803049

Created at: 2017-04-24T13:44:57Z

Finscan client is installed locally on the PC. Installation files can be found here:

\\amssrvfs001\sources$\OF\FinScan-EN-V01

 

After installation make sure the below is configured.

 

The application is available on our side running on AMSSRVFIN001 (10.30.10.63)

The connection string on the client needs to be adjusted as below:

Depending on your DNS cache you can either use IP or hostname of this server

AMS - Quarterly Task - T38


link

ID: 115002701885

Created at: 2017-04-19T11:43:38Z

Review Active Loop Up Users, Remove leavers.

 

 

See attached PDF for the guide on this.

Mimecast - Webmail Available in Exchange Down Situation


link

ID: 115002671949

Created at: 2017-04-19T08:21:06Z

Hi All,

 

Over the past month we have had a couple of situations whereby exchange was unavailable for a period of time in different offices due to issues encountered. Please note that should there be an issue with Exchange then Mimecast Webmail can temporarily be enabled for the staff affected so that they can continue communicating with their clients. The webmail is provided by Mimecast and will have all incoming emails bound for the staff member from external parties and their historical email (Since March 2016) prior to the exchange down situation. Staff will not see new internal emails on Mimecast webmail during the exchange down situation as this will queue on other exchange servers in the organisation.

 

To allow the webmail for a group of staff / office then you need to add them to the following AD security group: Security - Global - Mimecast Allow Webmail in DR Situation

 

You will then need to get a Senior Team Member to login to Mimecast and perform an AD Sync:

 

 

When the sync has completed, the staff can then login with their email address and domain password at the following page: https://login-uk.mimecast.com/m/portal/login/#/login

 

 

A link has also been added on the www.vistra.com/remote page to make it easier for staff to access in a DR situation:

 

 

Any staff / offices added to this AD group should then be removed after normal service has resumed with the exchange server.

Group - Opsview - Repository


link

ID: 115002673685

Created at: 2017-04-18T12:24:12Z

d583f15d-b3bd-43db-8489-b0561998e8e6_1_.png

Introduction

This guide is meant to set up the Opsview repository in every office that is a member of Vistra.

When creating new scripts, service checks, event handlers, etc. for Opsview, files on the hosts (Opsview installation folder) need to be updated. To automate this process we create a scheduled task which deploys all files to the known hosts.

The current repository is located under:
\\work.local\itsupport\Global\OpsView\Agent_Deploy\

 

Let's begin

Since we're bound to a lot of firewall rules this process needs to be done on the EPO (McAfee) servers. Log in on the relevant EPO server and continue these steps.

Security group - 1st we need to create a security group which contains all the servers that are managed by the specific office. For Amsterdam we created Security - IT - Amsterdam Opsview and added all relevant servers to this group.

Scheduled Task - Next we're going to create a scheduled task. You can either create one yourself or import the attached one. I would recommend using the attached one. If this paper has been written more than a year ago I would recommend looking at other EPO servers and export their scheduled task. When importing this task make sure you let the task run as SVCOPSVIEW (This is very important!).

Copy Script - Next we need to create a folder (if it doesn't exist already) called C:\Scripts. In this folder you need to copy attached .ps1 file (Opsview_scheduled_task.ps1)

Edit Script - Next we have to edit the copied .ps1 script. Change the following lines:
$servers = get-adgroupmember -Identity 'XXXXX' | foreach { $_.Name }
$office = "XXX"

Replace X's with the correct info. on the $servers line you need to place your newly created group as described in the 1st step (so for Amsterdam it should be $servers = get-adgroupmember -Identity 'Security - IT - Amsterdam Opsview servers' | foreach { $_.Name } . In the $office line you can enter the office this is meant for. Example: AMS

Create log folder - Create a folder in \\work.local\itsupport\Global\OpsView\Logs with the value you enter at the $office variable in above step.

Setting up the repository is done now. If you would like to know what actually happens keep on reading.

 

 

 

Security group - The security group is created because the Powershell script (explained later on) needs this to see what servers should be used.

Scheduled task - The scheduled task runs C:\Scripts\Opsview_scheduled_task.ps1. every night at 11PM.

Copy script - As of 18-4-2017 (moment of writing) this is the content of the script:

$servers = get-adgroupmember -Identity 'Security - IT - Amsterdam Opsview servers' | foreach { $_.Name }
$date = Get-Date -format "yyyy-MM-dd hhmmss"
$office = "AMS"
$log = "\\work.local\itsupport\Global\OpsView\Logs\$office\$office $date.log"
Foreach ($server in $servers) {
$testpath = test-path "\\$server\c$\Program Files\Opsview Agent\"
echo ------------------------------------------------------------------ 2>%1 >> $log
echo $server 2>%1 >> $log
if ( $testpath -eq $True) {
xcopy "\\work.local\itsupport\Global\OpsView\Agent_Deploy\*" "\\$server\c$\Program Files\Opsview Agent\" /C /S /Y 2>%1 >> $log
psexec \\$server cmd /accepteula /c 'net stop NSClientpp & net start NSClientpp' 2>%1 >> $log
}
else {
echo "Opsview doesn't seem to be installed on this machine. Please install it manually." 2>%1 >> $log
}
}

This scripts copies all files from \\work.local\itsupport\Global\OpsView\Agent_Deploy\ to the hosts c:\program files\opsview folder and then restarts the opsview service on the hosts for the changes to take effect. If the hosts does not contain the opsview folder the logs will say Opsview doesn't seem to be installed on this machine. Please install it manually. The logs can be found in \\work.local\itsupport\Global\OpsView\Logs.

 

Mumbai BKC Office Floor Plan


link

ID: 115002635089

Created at: 2017-04-18T04:36:47Z

Chromaflo - SAP Setup


link

ID: 115002607305

Created at: 2017-04-13T09:14:45Z

If a user calls requesting set up of Chromaflo / SAP, use the following steps:

 

Go to \\AMSSRVFS001\Sources$\Chromaflo  and copy the zip file to the users c: drive.

 

Extract the zip file and then within the extracted folder navigate to:

 

"NW_7.0_Presentation_\PRES1\GUI\WINDOWS\WIN32\SetupAll.exe"

 

 

Start the installation, choose next, then when prompted 'select all' to choose to install all components:

 

Then next, then finish.

 

Once installed, create a shortcut on the users desktop to:

 

"c:\Program Files (x86)\SAP\FrontEnd\SAPgui\SapLogon.exe" 

 

Launch SapLogon, Select 'Connections' then click the 'New' Icon to create a new connection:

Select 'user specified system' on the next page, then click Next:

Fill in the details as follows:

Click Next, Next, Finish without completing anything further.

 

Then, close and re-open SAPLogon to make sure it has retained the connection settings.

 

 

 

Next, the user will need to install the OpenVPN client.

Browse to https://vpn1.chromaflo.com and ask them to log in with the details they received from Chromaflo.

You can then download and install the OpenVPN client onto their PC.

 

 

After that to connect to SAP, they login to OpenVPN first, then launch the SAP logon client. Any support for how to use SAP should be directed to Chromaflo, the user will have contact details for them.

AMS - Quarterly Task - T33


link

ID: 115002529325

Created at: 2017-04-10T14:20:42Z

Confirm IT Approvers for each office in Europe (Bi-Annual Check)

 

Open this spreadsheet: "\\work.local\itsupport\Global\IT related approvals.xlsx"

 

Contact the MD for each office by email and confirm that the list is up to date and if any one needs to be added/removed.

 

Store the responses in the evidence folder and update the spreadsheet accordingly.

 

 

 

 

AMS - Quarterly Task - T32


link

ID: 115002529185

Created at: 2017-04-10T14:14:21Z

Check account passwords set to never expire.

 

Run the following script in Powershell on the Admin server, replacing 'Carterj!' with your own username:

 

Search-ADAccount -PasswordNeverExpires | Select-Object Name, LastLogonDate, DistinguishedName | Export-Csv C:\Users\Carterj!\Desktop\NoExpireQ22017.csv

 

Once you have the export, sort the list by Distinguished name. You should then be able to seperate by office.

 

For all of the Amsterdam & Switzerland hub offices, go through the list and check the accounts with passwords that don't expire. If you're not sure if an account should be set, check with the user for the reason. 

 

 

Service accounts should remain without expiry, however any user account should not have a password set to not expire.

 

The exception to this at the moment is offices that are using O365. In Mauritius for instance, their accounts are set to not expire to prevent sync issues with Outlook & 365. If you notice a lot of users from the same office, assume that this has been set to never expire for a reason and note in the Zendesk ticket.

AMS - Quarterly Task - T29


link

ID: 115002502849

Created at: 2017-04-10T13:22:28Z

Users$ folder Security Check on AD

 

See attached PS script. This script should run (from AMSSRVADMIN001) and check that the permissions are set correctly on each users$ folder.

 

The user should be the owner of their own J: drive folder.

 

Run the script and then use the output to make any necessary corrections.

 

 

If the above doesn't work, use the following method.

 

Open the spreadsheet 'OV Starters & Leavers' from \\work.local\ITsupport 

 

Looking at the starters tab for the past 3 months, go through the list (For AMS Hub sites only) and check each user has been given the correct permissions on their J: drive:

 

**For Amsterdam users, J: drive is "\\amssrvfs001\nlusers$\%username%"

For other sites, replace the 'nl' with the office code (MLT, DBX etc...)

AMS - Quarterly Check - T28


link

ID: 115002501869

Created at: 2017-04-10T12:51:37Z

Check Pool Monitor Tool, check Archive log files in Archive Manager

 

You will need to follow these steps for the following sites:

 

Amsterdam Hub - AMSSRVARC001

Cyprus - CYPSRVDC001

Zurich - ZRHSRVARC001

 

Open Enterprise archive manager, connect to a server (using above as guide) go to the 'Jobs' tab:

 

Click 'Job Reporting' at the bottom left, this brings up the pool monitor.

 

Run down the list of errors for each job, Items with a green envelope are fine, items with a red envelope failed.

Check that there are no errors within the last 90 days, if there is, check if the person is a leaver. If they are still an active user, then make a note of this on the ticket in Zendesk.

You or another engineer will then need to contact those users and troubleshoot to make sure their archiving is working.

 

 

AMS - Quarterly Task - T26


link

ID: 115002499289

Created at: 2017-04-10T11:53:03Z

Update the Hyper-V Templates, latest software packages & windows Updates

 

Log into the Virtual Host server in Amsterdam (AMSSRVVH001)

 

Start the 1st Hyper-V template server:

 

 

Connect to it using the Hyper-V console, and login with the Administrator account - you'll have to set a password to login.

 

Go to Control Panel>Network & Sharing Centre>Change Adapter Settings.

Right-click on the network adapter and choose properties:

Select 'Internet Protocol Version 4 (TCP/IPv4), then click 'Properties'

Set the IP & DNS settings as follows:

If the above doesn't result in a network connection then the IP may be in use already and you'll have to find one that is not in use.

 

Check you are able to get onto the internet.

 

Next, go to Control Panel>Windows Update

Choose 'Change Settings', select 'Never check for updates' and click ok:

On the next screen, click 'Check for updates':

 

Allow the check to run until it is ready to install, and install all available Windows updates.

 

 

Once updates are installed, restart the virtual server.

 

Log back in and go to "\\amssrvfs001\sources$\McAfee Framework Package" and install the latest McAfee Agent (FramePkg.exe)

 

Once complete, go to C:\Windows\System32\Sysprep and run sysprep.exe 

Choose OOBE option, and Generalize, then choose Shutdown in the 2nd dropdown box.

 

Sysprep will run and then the server will shutdown.

 

Repeat this for all Hyper-V templates in AMS & ZRH.

 

 

 

 

AMS - Quarterly Task - T22


link

ID: 115002520485

Created at: 2017-04-10T10:57:09Z

Remote Access Check - Email each MD and check the staff is still approved for Remote access 

 

Using the attached script, get an export of all users in the Security - Citrix token users group.

 

Sort this list by office and then send the list to the HR Manager/MD for each AMS Hub office (list below) using the following email template:

 

Dear...

 

IT is currently conducting the quarterly audit of users with remote access to the Vistra network.

Please review the attached list of users for your location and advise if any changes should be made.

 

If you have any questions regarding this, please contact IT.

 

Kind regards

 

NOTE: IT Users will need to be sent in a seperate list to Wendy Ewens.

AMS - Quarterly Task - T21


link

ID: 115002520365

Created at: 2017-04-10T10:51:40Z

Update Hub Diagrams

 

Hub diagrams are stored in this location:

 

\\work.local\itsupport\Global\Diagrams\Network Diagrams\Europe Hubs 

 

The Amsterdam team needs to keep the diagrams updated for the following sites:

 

Amsterdam

BVI

Curacao

Cyprus

Switzerland (Zurich, Zug, Geneva)

 

 

You will need MS Visio installed on your computer to update these. They must be kept up to date with any new servers or network equipment that has been added since the last time this task was completed. Following the existing diagram should give you an idea of what is needed, if unsure ask a senior member of the team.

 

 

AMS - Quarterly Task - T19


link

ID: 115002496729

Created at: 2017-04-10T10:27:11Z

Update the oui.txt for Mcafee RSD

 

Login to https://AMSSRVEPO001:8443 

Click 'Menu'

Click 'Server Settings'

Click 'Detected System OUIs'

Click 'Edit' (bottom-right hand corner)

Check that the radial button for URL is checked, then click 'Update'

 

Then, log into https://zrhsrvepo01:8443 (from Zurich Admin) and repeat the above. If the URL update fails, go to http://standards.ieee.org/regauth/oui/oui.txt and save a copy of the text file to the Zurich admin server. Then use the file upload option to update the file.

 

AMS - Quarterly Task - T16


link

ID: 115002496429

Created at: 2017-04-10T10:19:21Z

Review of OWA & Active Sync Access (Without Amsterdam)

 

Run the following script in exchange powershell on the admin server, to get the extract of users with OWA & Active sync enabled:

 

Get-CASMailbox -ResultSize Unlimited | where {($_.OWAEnabled -eq 'True') -or ($_.ActiveSyncEnabled -eq 'True')} | ft name, owaenabled, activesyncenabled, Identity -AutoSize | out-file -width 4096 -filepath C:\users\%username%\desktop\Exch2010ReportASOWAUsers.txt

 

 

Once you have the extract, sort it by office. You must remove any IT Admin accounts, service accounts, generic accounts & leavers from the list - leavers shouldn't be on there and access should be disabled immediately if they appear there. You can see leavers in the Leavers OU in AD.

Your list should look something like this:

 

These are the offices you will need to send to:

Antwerp -            Eric Hendrickx

Barcelona/Madrid- Xavier Nuet

BVI -                   Rexella Hodge

Berlin -                Gijs Hospers

Curacao -             Connie Padilla

Cyprus -              Gerard van Spall

Dubai -                Barbara Neuerberg

Eemnes -              David Spetter

Frankfurt -            Marcus Friedrichs

Geneva -              Walter Stresseman, Angelica Heinzen

Malta -                 Derren Busuttil, Marco Bugelli, Alistair Schembri

Rotterdam -          Daniel Bolt

Soest -                 David Spetter

Zug -                    Massimo Mattanza

Zurich -                Massimo Mattanza - Susana Frey

 

 

Use the following template for the email:

 

 

Dear Colleagues,

 

IT is currently conducting the quarterly review of email access.

 

Attached is the current list of colleagues with access to Webmail & Email on their mobile device.

Please review the list asap and advise by return email if any changes are required.

 

 

 

Once you receive the responses, update in Exchange accordingly. If you do not receive a response within 7 days, send a chase email. If you still haven't had a response in a further 7 days escalate to the IT Support Manager.

AMS - Quarterly Task - T13


link

ID: 115002518965

Created at: 2017-04-10T09:56:19Z

Group - Check for Citrix Updates

 

Check the Citrix update (Roll up) version installed on each Citrix server in the AMS & ZRH hubs.

 

Open Citrix AppCentre (on AMSSRVADMIN001 & ZRHSRVADMIN01), scroll to the servers and then check the version under 'Hotfix Details'

 

The last 3 digits of the Hotfix name denote the roll up version currently installed, in this case R07 - Roll-up 7.

 

This site shows the schedule for Roll-up pack releases:

https://support.citrix.com/article/CTX107180?recommended 

 

 

The login for www.mycitrix.com is in the password manager if you need to download the patches.

 

Once downloaded, the roll-up install should be scheduled out of hours by raising a CAB in Zendesk. 

AMS - Quarterly Task - T11


link

ID: 115002495129

Created at: 2017-04-10T09:45:05Z

Group - Check All Webcams and Environment Monitors are reachable and working.

 

You will need to log into the Environment Monitors for each office:

 

Amsterdam

Cyprus

Zurich

Geneva

 

Seperate tasks exist for JER, LDN & LUX

 

IP addresses & details for login are in the Password manager.

 

ENVIRONMENT MONITORS

Login to the environment monitor through the web browser:

On the Home tab, ensure that the overview shows no errors:

If any issues, troubleshoot and if necessary inform a senior member of the team.

 

WEBCAMS

 

Log into the Webcam using the browser (details in password manager)

Check you're getting an image from the camera, if not then do a physical check on the camera to make sure it is connected.

 

For satellite offices, you will need someone to check this for you.

 

 

 

 

AMS - Quarterly Task - T7


link

ID: 115002517685

Created at: 2017-04-10T09:27:26Z

Run Cleaning Tape on back up drives

 

Cleaning tape needs to be run on tape drives in the following offices:

 

Amsterdam - go to data centre to run cleaning tapes

Cyprus - Contact Lilia Akrivopoulou to run the tape.

Zurich - Contact Elena Bunker to run the cleaning tape.

 

Log into ArcServe Backup Manager on AMSSRVSTORE001, CYPSRVDC001, ZRHSRVDC001 and run the cleaning tape job. Speak to Lloyd, Ross or Ambrus if assistance is required with this.

AMS - Quarterly Task - T6


link

ID: 115002517285

Created at: 2017-04-10T09:17:37Z

Review of Active Directory Accounts

 

Make an export from AD for each Amsterdam hub satellite office, also create a seperate list that contains IT & BSS admin accounts (From the IT Users OU).

 

Include the following in the export ( you do this by choosing columns in AD before exporting):

 

Name

Job Title

Description

Email Address

Telephone Number

Division

Office

 

 

Remove any service accounts, IT users or generic / shared accounts from the list, there is a seperate operational task for these.

 

Send the list to the HR Managers/MD's for each office (list below) using the following template:

 

Dear...

IT is conducting its quarterly audit of user accounts.

Attached is the list of users currently in the directory for your office. Please review this information and respond confirming any changes that need to be made, or to confirm the list is correct.

 

If you have any questions about this, please feel free to contact me using the details below.

 

Kind regards

 

 

 

Amsterdam -        Ron Arendsen, Vanessa Mittendorf,

Antwerp -            Eric Hendrickx

Barcelona/Madrid- Victoria Oliver

BVI -                   Rexella Hodge

Berlin -                Gijs Hospers

Curacao -             Connie Padilla

Cyprus -              Gerard van Spall

Dubai -                Barbara Neuerberg

Eemnes -              David Spetter

Frankfurt -            Marcus Friedrichs

Geneva -              Walter Stresseman, Angelica Heinzen

Malta -                 Derren Busuttil, Marco Bugelli, Alistair Schembri

 

Rotterdam -          Daniel Bolt

Soest -                 Oliver Oser

Zurich & Zug       Bruno Sidler - Susana Frey

 

 

When you receive a response, update the relevant information in AD, then file the email in the evidence folder for this task.

Bloomberg Info & Contact Luxembourg


link

ID: 115002496245

Created at: 2017-04-07T15:52:50Z

VPM3 :

Customer account: 30087842

Datalicense Number: dl783848

Advent :

Customer account:  30149591

Datalicense Number: dl785156

 

Contact info

 

Email: ggilesguerre@bloomberg.net

Tel: +44-20-35257286

AMS - Monthly Task - M23


link

ID: 115002490965

Created at: 2017-04-07T12:32:03Z

Review Bomgar Local Users (PAM & Remote Support Appliance)

 

Log into nlpam.vistra.com using your admin account (senior team members only)

 

Select User & Security, then Users:

 

 

Check through the list of users, for any that have not logged in for over 60 days, click 'Edit' then disable the account.

AMS - Monthly Task - M22


link

ID: 115002465229

Created at: 2017-04-07T12:27:52Z

Check 'No User information Set' & 'No Time Zone Set' in Zendesk & Update.

 

 

Login to Zendesk.

Click on the Customer Lists icon:

 

First Select 'No User Office Set'

Go through all the users on this list and update their details in Zendesk.

 

You should update:

- Time Zone

-Check the 'Time Zone Set' box

-Agent team (Select the team that would be the default IT team for the user)

- Username

- Job Title

-Office

-Division

 

If you are missing any information, you should be able to find this on the intranet.

 

 

Next, go back to Customer Lists and select 'Default Time Zone Set'

 

If the time zone is GMT - (London), then make sure this is correct.

If the time zone is set to anything else, simply make sure that the 'TimeZoneSet' box is checked.

 

 

 

 

AMS - Monthly Task - M21


link

ID: 115002464949

Created at: 2017-04-07T12:19:36Z

Update supported Chrome version in Webhost protection in DLP 

 

 

Log into McAfee ePO (https://amssrvepo001:8443) 

 

Go to Software Manager (You will need admin access for this)

 

Go to Licensed Software> McAfee Data Loss Prevention & Device Control 10.0

 

Click download on "Chrome Supported Versions"

 

Extract the xml file from the zip file that downloads, then in the ePO go to Menu>Policy Catalog

Select Data Loss Prevention 11 from the drop down then click on the Vistra - Client Configuration policy

 

Choose 'Web Protection' from the menu on the left, then choose file next to Chrome Supported Versions:

 

Select the file you extracted earlier and then click 'Apply Policy', the last updated date should update with the release date of the file.

AMS - Monthly Task - M20


link

ID: 115002464569

Created at: 2017-04-07T12:10:19Z

Review Terminal Service Licensing

 

Log into AMSSRVRDTSL001

 

Open Remote Desktop Licensing Manager

 

Check that the available licenses are not exceeded by the number of licenses Issued:

 

 

 

If they're exceeded, report to senior member of the team.

 

AMS - Monthly Task - M19


link

ID: 115002464429

Created at: 2017-04-07T12:05:38Z

European Citrix Servers - Confirm scheduled daily restart is working

 

For Each Citrix Server in the Amsterdam Hub, login and go to Scheduled Tasks.

 

Check that the last restart task ran as expected.

 

If the task did not run, check that it is setup correctly and if needed escalate to a 2nd line member of the team.

 

 Take a screenshot of the above screen and copy to the relevant evidence folder.

AMS - Monthly Task - M17


link

ID: 115002464109

Created at: 2017-04-07T11:55:16Z

Share File Licensing Check

 

 

Log into vistra.sharefile.com and go to People>Manage Users Home

 

Click 'Export Full User List' - this will download an excel list of users.

 

Sort this list by last logon date.

 

For all users that have not logged on for over 90 days, send an email to them asking if they still require access.

If no response within 7 days, send a reminder advising if there is no response then their account will be removed in a further 7 days.

 

If no response received still, delete the user from Sharefile.

 

Updated 09-03-2018 LP:

Please use the attached email to send out to the employees that are filtered from the above list. There are three rules created in the ITsupport box that will filter the emails as shown below:


 

 

 

AMS - Monthly Task - M16


link

ID: 115002489545

Created at: 2017-04-07T11:51:41Z

Amsterdam Hub - Make sure AV/DLP is deployed out to all machines + delete machines last communication > 30 days

For this task, log into the Amsterdam ePO:  https://amssrvepo001:8443 

Go to Menu>  'Queries & Reports, then 'Shared Groups' >  Vistra 

Run the following queries:

- DLP Missing
- Missing Virus Scan - Amsterdam EPO

This will show the workstations without AV & DLP

Then use the ePO to deploy the missing software, if any issues report them to Jamie.

For deleting the machines that have not reported in over 30 days got to Menu> System Tree, select this group and all sub groups in the most left drop down menu and do a search without any extra filters. This will show all machines reporting in EPO, now just sort them by last communication. Delete all machines that have not communicated in 30 days> via actions -> directory management -> delete

Contacts:

Guernsey: Tim Laine, John Collenette
Jordans and Bristol: Rhodri Jones
Jersey and VGML: Ross Pringle, Yuri Miranda
London: Bryan
US: Freddie Mac

AMS - Monthly Task - M15


link

ID: 115002461969

Created at: 2017-04-07T10:37:57Z

OWA & Active Sync Check for AMSTERDAM ONLY

 

Run the following script in exchange powershell on the admin server, to get the extract of users with OWA & Active sync enabled:

 

Get-CASMailbox -ResultSize Unlimited | where {($_.OWAEnabled -eq 'True') -or ($_.ActiveSyncEnabled -eq 'True')} | ft name, owaenabled, activesyncenabled, Identity -AutoSize | out-file -width 4096 -filepath C:\users\%username%\desktop\Exch2010ReportASOWAUsers.txt

 

 

Once you have the extract, sort it by office and then send the list for Amsterdam to HR and Janine Hildebrandie, CC Ron Arendsen and Vanessa Mittendorf.

 

IMPORTANT NOTE: You must remove any IT Admin accounts, service accounts, generic accounts & leavers from the list - leavers shouldn't be on there and access should be disabled immediately if they appear there.

 

 

Use the following template for the email:

 

 

 

Dear Colleagues,

 

IT is currently conducting the monthly review of email access.

 

Attached is the current list of colleagues with access to Webmail & Email on their mobile device.

Please review the list asap and advise by return email if any changes are required.

 

Kind regards

Zurich - DrTax 3.0 network server installation


link

ID: 115002312309

Created at: 2017-03-31T09:14:41Z

Please find attached instructions attached

*Global Network Diagram (Nov 2017)


link

ID: 115002155189

Created at: 2017-03-24T13:07:30Z

Cayman - Ronco - Local IT Support


link

ID: 115001990309

Created at: 2017-03-17T11:55:41Z

Darrell Hines
Managing Director

 

Unit # 3 | The Concord Centre | 59 MacLendon Drive | P.O. Box 854 |Grand Cayman, KY1-1103
P. (345) 947 5710 | C. (345) 925 5707 | F. (345) 947 5810 | Skype. Roncocayman
E. dhines@roncocala.com | W. http://www.roncocala.com
______________________________________________________

24x7x365 Support Line: (345) 916 7253 or support@roncocala.com

Titania John Mulders - Curacao Local IT Support


link

ID: 115001990129

Created at: 2017-03-17T11:53:37Z

John Mulders
Managing Director
Titania IT N.V.

Tel : +599 9 8401358
Cell : +599 9 6906665
E-mail : john.mulders@titania.cw

Lime (BVI Telco \ Internet Provider)


link

ID: 115001989669

Created at: 2017-03-17T11:50:22Z

Debrah Henry
ACCOUNT MANAGER
LIME

D: +1 (284) 852-8745
M: +1 (284) 541-3030
E: debrah.henry@lime.com

 

Fresh Mango (BVI Local IT support)


link

ID: 115002014725

Created at: 2017-03-17T11:48:44Z

https://support.freshmango.com/ticket
Office Phone: +1 (284) 340 0466

+1 (284) 494 0266

+1 (284) 340 0467

 

   Mobile: +1 (284) 346 3705

BVI Network Diagram - March 2017


link

ID: 115001989349

Created at: 2017-03-17T11:44:21Z

Curacao Network Diagram - March 2017


link

ID: 115001989149

Created at: 2017-03-17T11:41:39Z

Amsterdam Network Diagram - March 2017


link

ID: 115002014405

Created at: 2017-03-17T11:40:30Z

LUX - Canon Uniflow


link

ID: 115001968245

Created at: 2017-03-16T07:34:02Z

email: lu@support.canon-europe.com

Tel: +352 48 4796 222

Frédéric Thomas
Tel : 48 47 96 249
Mobile : 621 247 571
f.thomas@canon.lu

Vincent Soetens
Account Manager Solutions
Canon Luxembourg nv/sa

Rue des joncs
21 L-1818 Howald Luxembourg
Tel: +352484796270
Mobile: +352661239815
Fax: +352484796235

 

Technical Responsible

Mr Balosso
Tel: 484796219

printer serials:

JPA14808 (MFD01 - 10.51.30.11) 1st floor

JPA14846 (MFD02 - 10.51.30.12) 3rd floor

JPA14847 (MFD03 - 10.51.30.13) 2nd floor

Zendesk Account Manager (14 March 2017)


link

ID: 115001899969

Created at: 2017-03-14T17:20:46Z

Richard Power

Account Executive

phone: +442038686926

Cisco Phone Procedure -- Creating a DDI client number & Hunt Groups


link

ID: 115001856909

Created at: 2017-03-13T14:10:18Z

Overview

Vistra Ltd provide individual DDI’s to their customers to call into their phone systems. When a customer calls this number they should be welcomed using their own company name. This necessitates an inbound hunt-group to be created.

This procedure documents the steps required to add a new customer on the Vistra Ltd Unified Communications Manager Platform. The following pre-requisites must be met

 

Method 

Log into the Cisco UCM System
Add a new line group by accessing Call Routing -> Route/Hunt -> Line Group, and click “Add”


Give the line group a name of lg-<customer name>
Change the distribution algorithm to “broadcast”
Select the extension numbers to be in the new group and select “add to line group”
Once complete click “save”


Navigate to hunt-lists by accessing “Call Routing -> Route/Hunt -> Hunt List.
Click “add new”


 

Name the hunt-list hl-<customer name>,
Enter a sensible description
Tick “enable”
Select any CMG
Save the hunt list, then click “add a line group”
Select the correct line group and then click “Save”


Navigate to hunt-pilots by accessing “Call Routing -> Route/Hunt -> Hunt Pilot”
Click find, then select the latest existing hunt-pilots for an existing customer. Click Copy
Change the pilot number to the next available number in the 56XX range
Change the description to a sensible value
Change the hunt list to the new hunt list you created in sections 9-14
Change the Alerting Names to the customer name, then click “Save”

Finally, navigate to “Call Routing -> Translation Patterns”
Search for and select and existing customer number, then click “Copy”
Change the translation pattern to the DDI number allocated to the customer
Change the description to the customer name

 

Scroll to the bottom of the page, and change the “called party transform mask” to the new hunt pilot number you created in section 15-20


Finally Click Save
The new customer is now deployed, you can test by placing an inbound call to the customer DDI

Reference Documents

In order to administer the system some useful documents can be found at the following links.

Cisco UCM Administration guide

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucm/admin/9_1_1/ccmcfg/CUCM_BK_A34970C5_00_admin-guide-91.html

Cisco Unity Connection Administration Guide

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/connection/9x/administration/guide/9xcucsagx.html

Cisco IM&P Administration Guide

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucm/docguide/9_1_1/CUCM_BK_CBABE0BB_00_cucm-documentation-guide-91.html

 

Worksite not loading automatically in Office


link

ID: 115001752589

Created at: 2017-03-08T11:05:41Z

If you have an issue with worksite (or any other plugin) not loading automatically when starting Word, excel or outlook this can be caused by the regkey having the wrong value. 

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office

The load behavior value should be 3.

 

FOG - new Slave for new Office


link

ID: 115001734889

Created at: 2017-03-07T15:32:14Z

FOG slaves are easily configured by cloning existing slaves. the following guide explains the procedure for deploying a new Fog slave. The only requirement would be having a Hypervisor and DHCP

 

1. Copy the HyperV Disk of an existing Slave and transfer it to a new remote Hypervisor server. Watch out for the internet line and the VPN between the offices you try to copy. Preferably start the copy on a friday afternoon.

2. once copied. make a VM and attatch this disk. dont connect it to the network yet.

3. while offline, turn it login with user fog and rename the host-name and reboot. give it network and IP.

4. As sudo adjust the Fog setting in the following hidden file. to match with the new host details
 /opt/fog/.fogsettings 

5. Go to http://amssrvfog01 and create a new storage group and storage node

6. Back to Fog and run the installation from sudo in fog user. Make sure when running you see the configureation you did earlier in .fogsettings
cd /fogproject
./installfog.sh

7. if install failes, make sure you have internet and apt-get install works. certain packages might require updating.

8. Once complete go to http://amssrvfog01 and under setting check if your slave is visible and logging back info.

9. If all complete, go to your local DHCP server and add option 66 and option 67 to your DHCP local server. 66 is your Fog slave ip and 67 is the image file undionly.kpxe
more info: https://wiki.fogproject.org/wiki/index.php?title=Modifying_existing_DHCP_server_to_work_with_FOG

10. now test PXE booting from either HyperV or a physical machine

11. if you need a unique Master image for that office. you need to update the image which you have moved with your slave. use this KB for updating that image: https://ovgroup.zendesk.com/hc/en-gb/articles/115001768605

 

 

Mimecast User Guide


link

ID: 115001718329

Created at: 2017-03-07T10:15:52Z

Exchange Mailbox - MobileIron Email+ Setup Guide on Android


link

ID: 115001709769

Created at: 2017-03-07T05:21:53Z

ArchiveWeb User Guide


link

ID: 115001717825

Created at: 2017-03-06T05:24:43Z

Exchange Mailbox - MobileIron Email+ Setup Guide on IOS


link

ID: 115001717805

Created at: 2017-03-06T05:20:43Z

Welcome to Vistra IT - Singapore and Southeastern Asia


link

ID: 115001684609

Created at: 2017-03-06T05:11:51Z

Welcome to Vistra IT - Hong Kong and Eastern Asia


link

ID: 115001684589

Created at: 2017-03-06T05:08:44Z

Welcome to Vistra IT - Greater China


link

ID: 115001717705

Created at: 2017-03-06T05:07:30Z

Setup Guide for BlackBerry


link

ID: 115001565549

Created at: 2017-02-28T09:21:05Z

Setup Guide for BlackBerry Q10


link

ID: 115001565469

Created at: 2017-02-28T09:19:07Z

Exchange Mailbox Setup Guide on IOS


link

ID: 115001587245

Created at: 2017-02-28T09:17:32Z

Exchange Mailbox Setup Guide on IOS (SG)


link

ID: 115001587185

Created at: 2017-02-28T09:16:21Z

Exchange Mailbox Setup Guide on IOS (Exchange 2016)


link

ID: 115001565369

Created at: 2017-02-28T09:15:27Z

Exchange Mailbox Setup Guide on Android


link

ID: 115001565309

Created at: 2017-02-28T09:14:11Z

Exchange Mailbox Setup Guide on Android (SG)


link

ID: 115001587065

Created at: 2017-02-28T09:12:50Z

Exchange Mailbox Setup Guide on Android (Exchange 2016)


link

ID: 115001586765

Created at: 2017-02-28T09:00:13Z

Vistra Phone Admin V1.3


link

ID: 115001564549

Created at: 2017-02-28T08:53:13Z

Hong Kong LGO Cabling


link

ID: 115001586385

Created at: 2017-02-28T08:42:24Z

Access Control Quick Guide for Admin Rev 1


link

ID: 115001586225

Created at: 2017-02-28T08:36:01Z

Access Control Quick Guide for IT


link

ID: 115001564329

Created at: 2017-02-28T08:34:44Z

Access Control User Manual


link

ID: 115001564289

Created at: 2017-02-28T08:32:11Z

Vistra Network setting of CCTV and ACS


link

ID: 115001564069

Created at: 2017-02-28T08:24:00Z

SmartPSS User Manual


link

ID: 115001585885

Created at: 2017-02-28T08:14:41Z

SmartPSS Quick User Guide


link

ID: 115001585745

Created at: 2017-02-28T08:11:01Z

as title

Software - ADP Multilink


link

ID: 115001543489

Created at: 2017-02-27T12:50:39Z

ADP Multilink software is installed on AMSSRVCTX06

Application is used by Quincy Martie & Daniel Bolt (Rotterdam Office).

 

Security group created:

Application - RTM - ADP Multilink

 

This group provides access to the following folders/registry keys:

Folders

c:\program files (x86)\ADP
c:\program files (x86)\Borland

Registery

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ADP Nederland BV

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Borland

 

Please see attached PDF document for furhter reference. 

 

Contact ADP

Edilson Fortes | Technical Support Engineer/Client Service Specialist <Edilson.Fortes@adp.com>

 

ZRH - Ringler (drTax)


link

ID: 115001552805

Created at: 2017-02-27T07:25:21Z

support for DrTax application which is used in Zurich on ZRHSRVCTX01

(data files are on ZRHSRVSQL01)

 

 

Ringler Informatik AG

Support-Professional

Baarermattstrasse 10

CH-6300 Zug

+41 800 40 40 40

Fax : +41 41 766 40 50

http://www.drtax.ch

supporter@ringler.ch

LUX - Install Screening Deploy


link

ID: 115001460585

Created at: 2017-02-22T11:23:51Z

Please find the attached guide for the installation of LUX SD

LUX - Securitas (tape)


link

ID: 115001436825

Created at: 2017-02-21T13:05:53Z

 

requesting suitcases for tape backup

suitcases 1 to 6

control.room@alert-services.lu and
mobile.luxembourg@securitas.lu

www.securitas.lu

Control Room

Tel 24h/24h +352 26 63 18 500
Tel +352 26 63 1
Fax +352 26 63 30

Amsterdam - Accountview


link

ID: 115001389409

Created at: 2017-02-20T09:27:14Z

Orangefield(accuired by Vistra) used to have Accountview

This was later replaced by millogic but certain client data is still left behind indisde.

Please see the below guide on how to provide access:

1. install application using below path
\\amssrvfs001\sources$\OF\ACCOUNTVIEW-71-NL-R01\Installation\install.cmd

2. with notepad create a batch (.bat) including the below lines and place it on the user’s desktop
net use w: /delete 
net use w: \\AMSSRVFS003\AppsProg_NLAM$

3. shortcut the programs from C:\Program Files (x86)\accountview and place it on the user’s desktop

4. if no credentials ask business systems (Jeroen Beijer) to create /provide access inside.

Info: the program users W: drive for the executables and R: drive for data

Amsterdam - Opsview Vmware monitoring


link

ID: 115001364509

Created at: 2017-02-17T17:09:01Z

Please note that we have installed the Vmware SDK on Opsview Master allowing us to monitor Vmware Hosts and guests.

You can use the below templates for either Vmware hosts and/or Guests machines.

 

 

Vmware HyperVisor nodes needs additional local configuration:

  1. Using Vsphere client or CLI create a nagios user and provide read-only permissions (avoid using characters in password)
  2. Install Vmware SDK on Opsview slave if you are monitoring remotely.

https://www.opsview.com/resources/blog/monitoring-vmware-esxvsphere-opsview

https://knowledge.opsview.com/articles/11485/os-vmware-vsphere-host.html

  1. add the host and include the Variables for Vmware datastore and username password. Make sure you override the values (use AMSSRVESX01 as example)

 

GER - Dell (FRA)


link

ID: 115001371505

Created at: 2017-02-17T13:29:09Z

Frankfurt office

 

Frantisek Csiba

Account Manager

Dell EMC | Kleine und Mittelstandsorganisationen Deutschland

Internal: 3126713| Office +49 69 9792 6713 | Fax +49 69 34824 6713

Email: frantisek.csiba@dell.com 

Vistra IT US - 3rd Party Support


link

ID: 115001277045

Created at: 2017-02-14T14:02:17Z

Vistra IT US

Third Party Support Info

 

VPM Support

 

Immediate Help - 8am-7pm EST / Requests after hours returned by 9am EST next day

Immediate Help 7pm-8am EST

 

Vistra IT US

Third Party Support Info

Eze Support

Implementation Help

Immediate Help - 9am-6pm EST / Requests after hours returned by 9am EST next day

Immediate Help 6pm-9am EST

ComLaude Contacts


link

ID: 115001273165

Created at: 2017-02-14T12:14:21Z

Contacts for ComLaude:

 

Domain Queries:

 

James Nunn

james.nunn@comlaude.com

+44 1323 748515 

OUT OF HOURS:

admin@comlaude.com

+44 20 8213 5922

 

AMS - Monthly Task - M14 - Safenet assigned token check


link

ID: 115001133285

Created at: 2017-02-08T15:26:52Z

Safenet assigned token check

You will require access to the safenet portal to perfomr this task.

1. Export a list of all users in the following security group: Security - Global Citrix Token Users You can use the attached script to get the export, once you have the export, filter it to display only the following offices:

Amsterdam
Antwerp
Barcelona
Madrid
BVI
Berlin
Curacao
Cyprus
Dubai
Eemnes
Frankfurt
Geneva
Malta
Rotterdam
Soest
Zug
Zurich

2. Log into - https://cloud.safenet-inc.com/console/Default.aspx 

2) Click “Report” then click “Browse Employees”

4) Now you can view all the employees you can check the users which don't have login in more then 3 months

* DO NOT email EX CO members, directors and IT staff!

like Martin Crawford, Ad de Beer, Walter Stresemann, etc

 

5) email the users and save the emails here:

 see attached email that you can use as template

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check\Q1 2016\sent emails

6) wait for replies and saved the emails here:

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check\Q1 2016\received emails

7) if they don't use sharefile anymore

- reset the password


- downgrade the account to client

 

6) Once you have completed CHE you can now move onto doing the same check for LUX Vault by logging into - https://luxvault.sharefile.com (Log in details in Password Database)

 

general link

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check

please update the license sheet as shown in the monthly task
https://itsupport.vistra.com/hc/en-gb/articles/207282665-Share-file-Licencing-Monthly-Task-M17

Subject: Monthly Remote Access Check

Message:

Dear ,

 

We are performing the monthly audit of colleagues who currently have remote access to the Vistra Network via Citrix. 

 

Please review the below list and advise by return email if any user's access should be revoked.

 

If you have any questions about this, please contact IT Support.

 

Kind regards

 

 

 

 

When you receive the replies, remove any users mentioned from the security group then store the emails in the evidence folder.

You must chase the replies if they are not received within a few days. We will fail our audit if these checks are not completed on time. If you do not receive a reply after 2 chases, notify Jamie

AMS - Monthly Task - M13 - Check Mailbox DB Sizes


link

ID: 115001114969

Created at: 2017-02-08T14:54:46Z

Check mailbox sizes for all DBs in Europe. 

 

 

For this task, you need to run the following query in Exchange Powershell, from AMSSRVADMIN001:

 

MailboxDatabase -Status | Sort-Object Name | Format-Table Name, DatabaseSize, AvailableNewMailboxSpace

 

The output should look like this:

 

For each database, compare the size with the check from the previous month and then report any significant changes to a senior member of the team - this is so we can monitor unusual growth

 

Store a copy of the output in the evidence folder along with a list of reported discrepancies.

AMS - Monthly Task - M12 - Email Archive License Check


link

ID: 115001114549

Created at: 2017-02-08T14:39:31Z

Licensing check – email archive / check email archive scheduled Jobs / review and de active old mailboxes

 

Log into Enterprise Archive Manager...

...and connect to one of the following servers.

 

AMSSRVARC001

JERSRVARC001

CYPSRVDC001

ZRHSRVARC001

 

Open the OV Starters & Leavers Spreadsheet

In the Archive manager, go to Tools>Address Book Manager:

 

Go to the Mailboxes tab, arrange by display name and then check that any leavers from the previous month on the spreadsheet have been disabled in archive manager. Make a list of any mailboxes you have de-activated and store in the evidence folder.

This needs to be completed for all of the above servers.

 

Next, close the address book manager and go to the 'Jobs' Tab, then click 'Job Reporting':

 

Check the list of errors for each job and if any occurred within the last month, you need to first check if that mailbox is de-activated (if so, ignore the error) and if not then investigate.

Again this needs to be completed for all the above servers.

 

When that is done, close the Jobs window, then go to 'Help'>'License'. Take a screenshot of the license box and add to the evidence folder.

Note that Archive Manager will shortly be decommissioned so we will not purchase any further licenses.

 

 

 

AMS - Monthly Task - M9 - Check Client Domains


link

ID: 115001126865

Created at: 2017-02-08T13:53:57Z

Group – Check Client Domains 

 

We receive an email digest of domains that are due to expire.

 

We get this once a month in the IT Support mailbox, subject: Domain Expiry Report

 

We also get a quarterly digest from ComLaude with domains due to expire that quarter. For domains registered with ComLaude, the default is that the domain is renewed unless we tell them otherwise.

 

An example of the domain expiry report is attached.

 

Go through the list and send an email to each named person on each domain to ask if the domain should be renewed or cancelled.

If you do not see a contact name on the report, then you will need to check the toolpad:

 

http://vistragroup.toolpad.com  - if you do not have access to this, check with a senior member of the team.

 

Once you have received the answer back, you should do one of the following:

 

 

Hosted with ComLaude:

Renew - no action needed

Cancel - email Dylan.Facer@comlaude.com to cancel the domain upon it's expiry.

 

Hosted with IXWebHosting:

Renew or Cancel - log into manage.ixwebhosting.com(details in password manager) and take the appropriate action.

 

Hosted with EuropeRegistry

Renew or Cancel - log into EuropeRegistry (details in password manager) and take the appropriate action.

AMS - Monthly Task - M7 - GFI Win & Software Updates


link

ID: 115001110889

Created at: 2017-02-08T13:41:03Z

Group - Perform GFI Win / Software updates on Test/Live workstations

 

Windows & Software updates to be pushed out at minimum once per month to all offices.

 

Amsterdam Hub - AMSSRVGLG001

 

Amsterdam

Antwerp

Barcelona

BVI

Dubai

Eemnes

Frankfurt

Madrid

Malta

Rotterdam

 

Cyprus Hub - CYPSRVGLG001

 

Zurich Hub - ZRHSRVGLG001

 

Zurich

Geneva

Zug

 

 

Curacao, Berlin, Mauritius & Soest are all thin client sites, and so all updates take place on their Citrix servers only.

 

Evidence of email notifications to be stored in the ticket.

Monthly GFI report will be stored in the evidence folder.

 

 

AMS - Monthly Task - M4 - Email CYP & ZRH for EoM backup


link

ID: 115001124445

Created at: 2017-02-08T13:19:03Z

Email CYP and ZRH regarding their EOM backup

 

 

An email should be sent to the Cyprus & Zurich offices regarding their end of month tape backup.

 

For Cyprus, email Lilia.Akrivopoulou@vistra.com 

For Zurich, email Mirjam.Boehnke@vistra.com

 

 

You should request that they place the tape in the drive for their month end backup. They should then label the tape as such.

Once the backup is completed (this should be scheduled) then you must contact them to remove the tape so they can arrange for the tape to be collected and stored offsite securely. They should also request that any tapes older than 1 year are returned to the office to be re-used.

 

Once completed, mark ticket as completed, store email evidence in the evidence folder here:

 

\\work.local\itsupport\IT Support - Europe\IT Operational Tasks\IT Monthly Task Evidence 

 

Then update the Monthly & Quarterly task spreadsheet.

AMS Monthly Task - M3 - Remove Tapes & Prepare for KPN


link

ID: 115001107529

Created at: 2017-02-08T13:12:21Z

Remove tapes and prepare for KPN - Amsterdam

 

Systems Engineer to travel to the Amsterdam DataCentre and remove the monthly back up tapes from the Auto-Loader. 

 

They are then placed in the secure case provided by KPN, which is stored in the storeroom in the Amsterdam Atrium Office.

 

KPN will come to collect the case, then leave an empty case.

 

Once complete, update ticket and update spreadsheet for Monthly & Quarterly Tasks stored here:

\\work.local\itsupport\IT Support - Europe\IT Operational Tasks 

Curacao - Hub details


link

ID: 115001061089

Created at: 2017-02-07T10:34:37Z

 

Infra:

 Curacao_Infra.jpg

Please note that the devices connect to CS01 on port 45 and 46 are unknown at the moment. As question is raised with the local IT guy to figure out what they are. It is believed that one of these devices also has the Meraki connected to it. This page will be updated when more information is available.

Physical hardware

Hostname IP Address Model Name Extra
SCWWILPESX01 10.49.1.1 HP DL360 G7 iLO 10.49.3.11; ESXi (VMWARE) host
SANPESX02 10.49.1.12 HP DL360 G7 iLO 10.49.3.12; Server itself is turned off
SCWWILPNAS01 10.49.1.143 QNAP TS-879U-RP Used to store backups on
MANPUPS01 10.49.1.42 HP R1500G3 UPS system
MANPUPS02 10.49.1.43 HP R1500G3 UPS system
CURSRVSTORE001 10.44.10.250 HP DL380 G5 iLO 10.49.3.14; Used for backups
CURSRVFS003 10.44.10.62 HP DL380 G5 iLO 10.49.3.28; Old file server
TANPBCK01 10.49.1.40 1x8 G2 AUTOLDR Tape autoloader; Password is unknown
cwwil-oft-cs01 10.49.2.2 Cisco WS-C3560X-48P Extra IP's 10.49.1.1, 10.49.2.1, 10.49.3.1, 10.49.4.1, 10.49.5.1, 10.49.1.2, 10.49.2.2, 10.49.3.2, 10.49.4.2, 10.49.5.2, 10.44.1.2
cwwil-oft-cs02 10.49.2.3 Cisco WS-C3560X-48P Extra IP's 10.49.1.3, 10.49.2.3, 10.49.3.3, 10.49.4.3, 10.49.5.3, 10.44.1.3
cwwil-oft-cs03 10.49.2.4 2x Cisco WS-C2960S-24PS-L Stack of 2x24p; No extra IP's.
an-oft-fw01 10.49.1.253 Cisco ASA 5510 Managed by Domicilium; External IP range 190.112.255.186/29


Virtual

Hostname IP Address Extra
CURSRVAPP001 10.44.10.70 Old application server. Is now turned off
CURSRVCTX01 10.44.10.81 Mainly used Citrix server
CURSRVCTX02 10.44.10.82 Backup Citrix server. Not in use
CURSRVDC001 10.44.10.110 Domain controller
CURSRVFS001 10.44.10.58 File server
CURSRVFS002 10.44.10.55 File server
CURSRVGLG001 10.44.10.237 Old GLG server. Is now turned off
CURSRVOVS01 10.44.10.66 Opsview slave
CURSRVOVS02 10.44.10.67 Opsview slave
CURSRVXAA01 10.44.10.80 Citrix gateway server

Network:

VLAN ID SUBNET Extra

101

10.49.1.0/24 VMWare network and Routing

102

10.49.2.0/24 Non Server and Non Workstation vlan

103

10.49.3.0/24 iLO network for servers

104

10.49.4.0/24 Old workstations (No longeri in use)

105

10.49.5.0/24 Used for old VDI Clients

300

190.112.255.165/29 External IP subnet. Used for DMZ etc. Mainly configured on SWITCH01

1044

10.44.0.0/16 Main VM network

 

User Envoirnment:

Thin clients are used to provide connectivity using Xenapp Web gateway Http://CURSRVXAA01

Ts Profile \\cursrvfs001\tsprofiles$

Roaming profile

\\cursrvfs001\curusers$

Start Menu

\\cursrvfs001\startmenu$

Sources

\\cursrvfs001\Sources$


Drive mapping:

 

CUR

purpose

G:

\\cursrvfs002\GroupsData_CW$

Group Data

J:

\\cursrvfs001\curusers$

private data

L:

\\CURSRVFS002\AppsData2_CW$

Millogic

M:

\\cursrvfs002\AppsProg2_CW$

Millogic

R:

\\cursrvfs002\AppsData_CW$

AppsData

S:

\\cursrvfs002\GroupsData2_CW$

GroupData

W:

\\cursrvfs002\AppsProg_CW$

AppsProg

P:

\\Cursrvfs002\pst_cw$\%username%

pesonal PST

Z:

\\CURSRVFS003\GroupsData_CW$

Archief

F:

\\cursrvfs001\nlmill7$

Mill-Vistra

Y:

\\CURSRVFS001\CURData$

Cur Data

 

   

U:

 \\CURSRVFS002\AppsProg2_VG$

Mill-Bvi

T:

 \\CURSRVFS002\AppsData2_VG$

Mill-Bvi

 

Applications

3x  Millogic instances (Vistra, EX-OF Curacao and BVI staff)

AWB (TAX software) installed on the Citrix farm

Screening Deployed - this is still being hosted in Amsterdam and published through AMSFARM01

 

Emails and signatures

Similair to Mauritius, CEE ITCL, the staff are migrated to Office 365 mailboxes including the autodiscovery GPO

\\cursrvfs001\sources$\autodiscover  

(running script policy and LOG)

\\cursrvfs001\sources$\Exclaimer

(running script policy and LOG)

 

Printers
Are migrated with the files server (FS002) and dpeloyed through GPO:

\\cursrvfs002\PANP026

\\cursrvfs002\PANP030

\\cursrvfs002\PANP043

\\cursrvfs002\PANP041

\\cursrvfs002\PANP042

MobileIron Admin Guide


link

ID: 115003706705

Created at: 2017-06-13T08:34:21Z

MobileIron Admin Guide

Group: Vistra ADFS Technical Guide


link

ID: 115003697629

Created at: 2017-06-12T06:40:47Z

This Document provides information on Vistra's ADFS Infrastructure and Solutions that relies on it.

Vistra_ADFS_Solution_Diagram.png

 

Authentication Flow:

  1. Client PC/browser tries to access the resource (Intranet, Skillsoft, Policyhub, Mimecast Mailbox)
  2. Resource server is not able to authenticate users as user is unknown, queries respective federation service
  3. Work.local AD is configured as a claims provider on the Federated Solution. Service Provider SAML/IDP Server queries work.local federation server for the user identity

4and5. Federation sever validates the user and issues a token to validate identity to the federation server in policyhub.

  1. Token is accepted and decrypted
  2. User is allowed to access the resource server
  3. Resource server contents are returned to user’s browser.

Account Provisioning:

1. Intranet

Create an intranet group under

"OU=Global Intranet Groups,OU=_Global,OU=Vistra,DC=work,DC=local"

The users on the group sync's to Intranet via SLDAP connections

2. Policyhub

Ensure that the new staff is a member of the PH security group found in

"OU=Global Policyhub Groups,OU=_Global,OU=Vistra,DC=work,DC=local"

The new user will sync within the next 24 hours

3. Mimecast

All work.local users will sync to Mimecast via SLDAP connections automatically 24hours after the account creation

4. SkillSoft

Normal accounts - add user to "SkillportUsers" security group

Admin account (HRBP) - add user to "SkillportLeadership" security group

Vistra ADFS Infrastructure Setup:

  1. AMSSRVADFS001 (10.30.10.2) – Primary ADFS Server
  2. AMSSRVADFS002 (10.30.10.3) – Secondary ADFS Server
  3. vistra.com (10.30.10.4) NLB cluster IP and ADFS service domain name
  4. ADFS service name service account is SVCADFS (saved in PW DB)

Note: auth.vistra.com has an external IP (152.194.64.8) and all Vistra/OIL, CEE offices and Policy Hub ADFS Servers are allowed to connect to this service via https. Also note that we are using a public SSL cert for this service which then needs to be renewed before expiry date.

 

SSL Cert Renewal (Token Signing and Token Encryption Generation):

*Note - Replacing the SSL and Service Communications certificates go hand-in-hand. Any time you are replacing one of these certificates, you must also replace the other. SSL certificates exist on all Federation Servers and Federation Server Proxy servers. Service Communications certificates only exist on Federation Servers.

1. Obtain a new certificate with the following requirements

    a. Enhanced Key Usage is at least Server Authentication. If you are obtaining this from an internal MS Exterprise CA, the Web Server template will work fine.
    b. Subject or Subject Alternative Name (SAN) must contain the DNS name of your Federation Service or an appropriate wildcard name
           Example: sso.contoso.com or *.contoso.com
    c. You may wish to generate the certificate request and mark the private key exportable so that you can move the certificate from one server to others in the case when you have a Federation Server farm or at least one Federation Server Proxy.
    d. Take note of which server was used to generate the certificate request. The private key is generated and stored here. When you receive the certificate from the issuing CA, you will need to bring that file back to the server where the request was initiated so that you can create a private/public key pair.
    e. The issuing CA that you choose is important because your Federation Server(s), Federation Server Proxy(ies), and all clients accessing your Federation Service must be able to chain to a trusted root certification authority when validating the SSL certificate. Customers will typically use a 3rd party, public CA for the SSL and Service Communications certificate.

2. ACL the SSL and Service Communications certificate to allow Read access for the AD FS 2.0 service account
*Note - For ADFS 2012 R2, see https://technet.microsoft.com/en-us/library/dn781428.aspx
Jump
**Note - This step must be completed on all Federation Servers only.

    a. Click Start, Run, type MMC.exe, and press Enter
    b. Click File, Add/Remove Snap-in
    c. Double-click Certificates
    d. Select Computer account and click Next
    e. Select Local computer and click Finish
    f. Expand Certificates (Local Computer), expand Personal, and select Certificates
    g. Right-click your new SSL and Service Communications certificate, select All Tasks, and select Manage Private Keys
    h. Add Read access for your AD FS 2.0 service account and click OK
    i. Close the Certificates MMC

3. Bind the new SSL and Service Communications certificate to the web site in IIS which hosts the Federation Service
*Note - For ADFS 2012 R2, see https://technet.microsoft.com/en-us/library/dn781428.aspx Jump
**Note -
This step must be completed on all Federation Servers and Federation Server Proxy servers.

    a. In IIS7 on Windows Server 2008 and Windows Server 2008 R2, you will select the web site, right-click, Edit Bindings, and select the SSL port, Edit, and use the drop-dwon to select the new SSL certificate:

       

*Note - Be careful when making your certificate selection. Your old SSL certificate and new SSL certificate will likely have the same subject name and/or friendly name, and this may make it difficult to differentiate between the two certificates. When in doubt, use thumbprint matching (see the Thumbprint Matching section at the end of this article).

4. Set a new Service Communications certificate in the AD FS Management console
*Note - This step needs to be completed just one time on a single Federation Server in the farm. Proxies are not involved here, and other Federation Servers in a farm will pick up this change automatically.

    a. Launch AD FS Management from the Administrative Tools menu
    b. Expand Service and select Certificates
    c. In the Actions pane, click Set Service Communications Certificate...



    d. You will be presented with a list of certificates that are valid for Service Communications. If you find that your new certificate is not being presented in the list, you need to go back and make sure that a. the certificate is in the local computer Personal store with private key associated, and b. the certificate has the Server Authentication EKU.
    e. Select your new Service Communications certificate and click OK

* Note: Be careful when making your certificate selection. Your old Service Communications certificate and new Service Communications certificate might have the same subject name and/or friendly name, and this may make it difficult to differentiate between the two certificates. When in doubt, use thumbprint matching (see the Thumbprint Matching section at the end of this article).



5. Test SSL functionality for internal and external users to ensure that SSL is working as expected on the Federation Servers and the Federation Server Proxy servers.

6. Run the below commands to generate the Token Signing and Encryption Certificates

Update-ADFSCertificate -CertificateType Token-Signing -urgent
Update-ADFSCertificate -CertificateType Token-Decrytpting -urgent

Set the certificates as primary certificates once generated

8. Upload the token-signing cert to SAAS application portal (Intranet, Policyhub, Skillport)
Contact respective vendor support team to do this.

Intranet - help@interact-intranet.com
Policyhub - HelpDesk-GRC <grchelpdesk@hiteclabs.com>
Skillsoft - support@skillsoft.com

No need to upload the token signing cert in Mimecast as mimecast does it automatically.

7. Test Functionality for Intranet, Policyhub, Skillsoft, Mimecast MFO

 

 

WOL Issue / APIPA on domain controllers


link

ID: 115003628189

Created at: 2017-06-07T00:09:55Z

We had a Wol issue in Luxembourg, the wol packets were not allowed by our core switch because the source IP Packets were in range 169.254.X.X, instead of having the server address

 

The WOL packets were originated from our Domain Controllers WOL Client on LUXSRVDC001

 We found an article saying that domain controllers have a strange behavior on disconnected NICs, compared to a normal Windows server :

The disconnected NICs are registering with an APIPA Address by default, and the WOL Client was taking it as the source IP

 After disabling the disconnected NICs on domain controllers, we were able to run our WOL correctly

 This behavior was likely occurring following recent Windows Updates

 This article talks about this behavior without giving an explanation why this happens

 

https://www.cbfive.com/domain-controllers-register-apipa-address-for-disconnected-nics/

 

IP Shown on WOL Sniffer :

 

169.254.X.X

 After disabling disconnected NICs

 10.50.10.110

 

 

Malta - Shireburn contact details


link

ID: 115003417569

Created at: 2017-05-26T08:17:10Z


Support & Implementation

E: support@shireburn.com   |   T: +356 2131 9977
Shireburn Software Limited, SkyParks Business Centre, Malta International Airport, Luqa LQA 4000, Malta.

MobileIron Setup Guide on iOS


link

ID: 115003405465

Created at: 2017-05-25T07:45:45Z

Jersey - Nimble Virtual Host Cluster Documentation


link

ID: 115003390345

Created at: 2017-05-24T08:52:57Z

Implement date: 10-05-2017 - 12-05-2017

Installed at JT Global Data Centre

 

Project leaders:

-Jonathon Le Page (jonathon.lepage@vistra.com) / +44 1534 504766

-Ross Pringle (ross.pringle@vistra.com) / +441534 504763

-Monyul Ali from Softcat  (MoynulAl@softcat.com) / +44 7702 940 876

 

Soest - IT 3rd party - Lanos


link

ID: 115003382809

Created at: 2017-05-24T08:15:07Z

LANOS Computer GmbH & Cie KG

Görlitzer Strasse 6

33758 Schloss Holte-Stukenbrock

 

TEL:
+49 5207 9520-55
+49 5207 9520-0 

FAX:
+49 5207 9520-20

service@lanos.de

Frederik.Juchart@lanos.de

 

Cayman office


link

ID: 115003359429

Created at: 2017-05-22T14:14:41Z

Title contact info
Managing Director Clive Gibbons  
Corporate & Private Clients Annmarie Levien Office manager
Senior Office Administrator Lovella Brooks IT Savvy - Senior office administrator

 

3rd Party Contact info
Ronco

support@roncocala.com

+13459167253

Did physical office integration. Hardware supplier 
Flow

https://discoverflow.ky/

ISP - 8MB up & 8MB down
Registery

https://www.registry.gov.ky

 Needs to know IP to have access.

cayman.jpg

Info about office

This office uses Citrix to work. They connect to AMSSRVCTX01.

 

FRA - VPN DTF


link

ID: 115003366225

Created at: 2017-05-22T13:27:18Z

Please find below email with the details for the VPN connection to DTF (client)

UPDATE  - 05/09/2017

Please see the DHCP reservation on FRASRVDC001 for the three DTF-PCs below:

DHCP_FRA.Office_DTF.VPN.png

Group - Arcserve UDP restore VM


link

ID: 115003309989

Created at: 2017-05-18T13:33:18Z

Dear All,

 

Please see attached file how to restore a VM with Hyper-V and Arcserve UDP BMR ISO.

This guide is for server which were backed up with an agent.

 

"recover VM" function only works for server which are agent-less.

The function "instant VM" is not a long term solution.

 

Thanks,

Equitrac Temporary Pin


link

ID: 115003256945

Created at: 2017-05-15T12:15:00Z

See instruction on how to create temporary pin when printing:

 

1) Open the following server in Work.Local (AMSSRVPRN002)

2) Connect to Account Manager ( right click Account Manager) - > run as administrator

3) Go to Users - Search for the name of the User

4) Alternate Primary PIN: date today ie. (date: May 15) = 1505 

 

AMS - Deutsche Bank driver


link

ID: 115003256545

Created at: 2017-05-15T12:07:51Z

Please use below link for downloading the correct driver (smartcard):

https://autobahn.db.com/microSite/html/software_download.html

Install HP Insight Agent


link

ID: 115003224305

Created at: 2017-05-12T07:56:13Z

This guide will explain how to install the HP Insight Agent. These should be installed on (new) virtual hosts clusters.

1. Download HP Insight Agent from this link: HP Insight Agent - Server 2012

2. Login as administrator -> Install SNMP role (shown below).

 

3. Install the HP installer

 

4. After installing the HPE System Management tool is able to capture all hardware information. HPE SM can be opened by via: https://localhost:2381/

 

5. Event Notifier Config is now available, settings can be configured in here

 

 

 

Nimble Storage Introduction and Administration Overview


link

ID: 115003109629

Created at: 2017-05-05T04:36:45Z

ZRH - Securitas


link

ID: 115003102745

Created at: 2017-05-04T12:49:41Z

Backup tapes for the Zurich office

requesting and deposing tapes

 

Daniel Oeschger

daniel.oeschger@securitas.ch

+41 44 466 66 66

+41 44 466 66 31

 

local office contact Thomas Morgan

Group: O365 Starter and Leaver Process


link

ID: 115002860265

Created at: 2017-04-26T10:06:16Z

refer to attached

Simcard ownership


link

ID: 115002859625

Created at: 2017-04-26T09:44:00Z

This page will have an overview of which person has which number and which Simcard belongs to that person. 

 

Name Mobile phone number ICCID (Sim serial) PUK IMEI
Stephanie Van Eck 0657574675 8931440301768333336 41749769 0000
Zainab Djorai 0615563630 8931440301768334565 79225787  0000
Stefan Bijvoet 0615657980  8931440301766493165 23019884  0000 
Claire Giesberts  0654208696  8931440301768333989  66346269  359485051355273 
Jan Willem-Sterk  0615175247  8931440301751183730  50938653  0000
Susanne du Long  0615561676  8931440301768334573  54092866  0000 
Rutger Banning  0621829950  8931440301786334631  45339381  0000 
Fauzia Fuad  0623386246  8931440301768333286  97373032  0000 
Ben Everhard  0653469602  8931440301768333310  44475539  0000 
Rick Eshuis 0623709529 8931440301768333302 89541025 0000
Ad Luijks 0653171104 8931440301791700477 76284769 0000
Bram Breukink 0651640200 8931440301768333328 84155622 0000
Maria Noel 0611483510  8931440301766493199 74971893  0000 
Uri Pop  0621829265    38815242  0000 
    8931440301763547740 64707666   
Boud Arkenstijn 0615186156  8931440301747213211  83844647  0000 
Lucas Lambrechtse  0615346774  8931440301747213203  46739051  0000 
Hemy Lo    8931440301768334037  67197904  0000 
Leontien Kamphuis 0615203156 8931440301766493157  51279826  0000 
Arjan Hoogland 0615382705 8931440301766493181 48957608 0000
Tim van de Schaaf 0615450110 8931440301768334078 51552167 0000
Yasmina El Hamdani  0615607846 8931440301768334060  941025774  0000 
Jaap Medema  0615619757  8931440301766493132  90585442  0000 
Ashab Nawaz  0615244898  8931440301766493207  48140411  0000 
Ewout Michels  0611087259  8931440301766493173  68630763  0000 
Anna Kurenkova

0615572260

8931440301725697583 41943898 0000

Tracey Chan (Temp)

0650459752  8931440301766493140 97622325 0000
Djonie Spreeuwers

0631960848

 
8931440301713916920  50602449  0000 
Harold Rijksma  0657874424  8931440301768334052  37439101

0000 

Marcella Assendelft 0653272770 8931440301768334003   0000
Gisele de Smedt 0653324493 8931440301768334029   0000
Anouk Jansen 0646801803 8931440301768334045   0000
Yvonne Theuns 0654351859 8931440301768334011 79454549 0000
Jurriaan de Zwart 0646958679 8931440301791700485 82913862 0000
Cornelie Muhren    8931440301791700410  21921267  356650089299905
Elise de Bree    8931440301791700428  25923701  359485081339004
Gerard van Hunen        359485081202434 
Avinash Baldew  0621149827  8931440301791700402  12297946  359485081355596 
Martin Cernohorsky   8931440301791700436  88472920  359485081323941 
Diederik Kales 0654304995 893144031700196 70936041 359485081155830
Wouter Swierstra       359485081237679
         
         
         
         
         
         
         
         

 

 

 

 

 

 

 

AD Recycle Bin: Restore Deleted Objects


link

ID: 115002812949

Created at: 2017-04-25T02:57:02Z

See attachement

AMS - Finscan configuration settings


link

ID: 115002803049

Created at: 2017-04-24T13:44:57Z

Finscan client is installed locally on the PC. Installation files can be found here:

\\amssrvfs001\sources$\OF\FinScan-EN-V01

 

After installation make sure the below is configured.

 

The application is available on our side running on AMSSRVFIN001 (10.30.10.63)

The connection string on the client needs to be adjusted as below:

Depending on your DNS cache you can either use IP or hostname of this server

AMS - Quarterly Task - T38


link

ID: 115002701885

Created at: 2017-04-19T11:43:38Z

Review Active Loop Up Users, Remove leavers.

 

 

See attached PDF for the guide on this.

Mimecast - Webmail Available in Exchange Down Situation


link

ID: 115002671949

Created at: 2017-04-19T08:21:06Z

Hi All,

 

Over the past month we have had a couple of situations whereby exchange was unavailable for a period of time in different offices due to issues encountered. Please note that should there be an issue with Exchange then Mimecast Webmail can temporarily be enabled for the staff affected so that they can continue communicating with their clients. The webmail is provided by Mimecast and will have all incoming emails bound for the staff member from external parties and their historical email (Since March 2016) prior to the exchange down situation. Staff will not see new internal emails on Mimecast webmail during the exchange down situation as this will queue on other exchange servers in the organisation.

 

To allow the webmail for a group of staff / office then you need to add them to the following AD security group: Security - Global - Mimecast Allow Webmail in DR Situation

 

You will then need to get a Senior Team Member to login to Mimecast and perform an AD Sync:

 

 

When the sync has completed, the staff can then login with their email address and domain password at the following page: https://login-uk.mimecast.com/m/portal/login/#/login

 

 

A link has also been added on the www.vistra.com/remote page to make it easier for staff to access in a DR situation:

 

 

Any staff / offices added to this AD group should then be removed after normal service has resumed with the exchange server.

Group - Opsview - Repository


link

ID: 115002673685

Created at: 2017-04-18T12:24:12Z

d583f15d-b3bd-43db-8489-b0561998e8e6_1_.png

Introduction

This guide is meant to set up the Opsview repository in every office that is a member of Vistra.

When creating new scripts, service checks, event handlers, etc. for Opsview, files on the hosts (Opsview installation folder) need to be updated. To automate this process we create a scheduled task which deploys all files to the known hosts.

The current repository is located under:
\\work.local\itsupport\Global\OpsView\Agent_Deploy\

 

Let's begin

Since we're bound to a lot of firewall rules this process needs to be done on the EPO (McAfee) servers. Log in on the relevant EPO server and continue these steps.

Security group - 1st we need to create a security group which contains all the servers that are managed by the specific office. For Amsterdam we created Security - IT - Amsterdam Opsview and added all relevant servers to this group.

Scheduled Task - Next we're going to create a scheduled task. You can either create one yourself or import the attached one. I would recommend using the attached one. If this paper has been written more than a year ago I would recommend looking at other EPO servers and export their scheduled task. When importing this task make sure you let the task run as SVCOPSVIEW (This is very important!).

Copy Script - Next we need to create a folder (if it doesn't exist already) called C:\Scripts. In this folder you need to copy attached .ps1 file (Opsview_scheduled_task.ps1)

Edit Script - Next we have to edit the copied .ps1 script. Change the following lines:
$servers = get-adgroupmember -Identity 'XXXXX' | foreach { $_.Name }
$office = "XXX"

Replace X's with the correct info. on the $servers line you need to place your newly created group as described in the 1st step (so for Amsterdam it should be $servers = get-adgroupmember -Identity 'Security - IT - Amsterdam Opsview servers' | foreach { $_.Name } . In the $office line you can enter the office this is meant for. Example: AMS

Create log folder - Create a folder in \\work.local\itsupport\Global\OpsView\Logs with the value you enter at the $office variable in above step.

Setting up the repository is done now. If you would like to know what actually happens keep on reading.

 

 

 

Security group - The security group is created because the Powershell script (explained later on) needs this to see what servers should be used.

Scheduled task - The scheduled task runs C:\Scripts\Opsview_scheduled_task.ps1. every night at 11PM.

Copy script - As of 18-4-2017 (moment of writing) this is the content of the script:

$servers = get-adgroupmember -Identity 'Security - IT - Amsterdam Opsview servers' | foreach { $_.Name }
$date = Get-Date -format "yyyy-MM-dd hhmmss"
$office = "AMS"
$log = "\\work.local\itsupport\Global\OpsView\Logs\$office\$office $date.log"
Foreach ($server in $servers) {
$testpath = test-path "\\$server\c$\Program Files\Opsview Agent\"
echo ------------------------------------------------------------------ 2>%1 >> $log
echo $server 2>%1 >> $log
if ( $testpath -eq $True) {
xcopy "\\work.local\itsupport\Global\OpsView\Agent_Deploy\*" "\\$server\c$\Program Files\Opsview Agent\" /C /S /Y 2>%1 >> $log
psexec \\$server cmd /accepteula /c 'net stop NSClientpp & net start NSClientpp' 2>%1 >> $log
}
else {
echo "Opsview doesn't seem to be installed on this machine. Please install it manually." 2>%1 >> $log
}
}

This scripts copies all files from \\work.local\itsupport\Global\OpsView\Agent_Deploy\ to the hosts c:\program files\opsview folder and then restarts the opsview service on the hosts for the changes to take effect. If the hosts does not contain the opsview folder the logs will say Opsview doesn't seem to be installed on this machine. Please install it manually. The logs can be found in \\work.local\itsupport\Global\OpsView\Logs.

 

Mumbai BKC Office Floor Plan


link

ID: 115002635089

Created at: 2017-04-18T04:36:47Z

Chromaflo - SAP Setup


link

ID: 115002607305

Created at: 2017-04-13T09:14:45Z

If a user calls requesting set up of Chromaflo / SAP, use the following steps:

 

Go to \\AMSSRVFS001\Sources$\Chromaflo  and copy the zip file to the users c: drive.

 

Extract the zip file and then within the extracted folder navigate to:

 

"NW_7.0_Presentation_\PRES1\GUI\WINDOWS\WIN32\SetupAll.exe"

 

 

Start the installation, choose next, then when prompted 'select all' to choose to install all components:

 

Then next, then finish.

 

Once installed, create a shortcut on the users desktop to:

 

"c:\Program Files (x86)\SAP\FrontEnd\SAPgui\SapLogon.exe" 

 

Launch SapLogon, Select 'Connections' then click the 'New' Icon to create a new connection:

Select 'user specified system' on the next page, then click Next:

Fill in the details as follows:

Click Next, Next, Finish without completing anything further.

 

Then, close and re-open SAPLogon to make sure it has retained the connection settings.

 

 

 

Next, the user will need to install the OpenVPN client.

Browse to https://vpn1.chromaflo.com and ask them to log in with the details they received from Chromaflo.

You can then download and install the OpenVPN client onto their PC.

 

 

After that to connect to SAP, they login to OpenVPN first, then launch the SAP logon client. Any support for how to use SAP should be directed to Chromaflo, the user will have contact details for them.

AMS - Quarterly Task - T33


link

ID: 115002529325

Created at: 2017-04-10T14:20:42Z

Confirm IT Approvers for each office in Europe (Bi-Annual Check)

 

Open this spreadsheet: "\\work.local\itsupport\Global\IT related approvals.xlsx"

 

Contact the MD for each office by email and confirm that the list is up to date and if any one needs to be added/removed.

 

Store the responses in the evidence folder and update the spreadsheet accordingly.

 

 

 

 

AMS - Quarterly Task - T32


link

ID: 115002529185

Created at: 2017-04-10T14:14:21Z

Check account passwords set to never expire.

 

Run the following script in Powershell on the Admin server, replacing 'Carterj!' with your own username:

 

Search-ADAccount -PasswordNeverExpires | Select-Object Name, LastLogonDate, DistinguishedName | Export-Csv C:\Users\Carterj!\Desktop\NoExpireQ22017.csv

 

Once you have the export, sort the list by Distinguished name. You should then be able to seperate by office.

 

For all of the Amsterdam & Switzerland hub offices, go through the list and check the accounts with passwords that don't expire. If you're not sure if an account should be set, check with the user for the reason. 

 

 

Service accounts should remain without expiry, however any user account should not have a password set to not expire.

 

The exception to this at the moment is offices that are using O365. In Mauritius for instance, their accounts are set to not expire to prevent sync issues with Outlook & 365. If you notice a lot of users from the same office, assume that this has been set to never expire for a reason and note in the Zendesk ticket.

AMS - Quarterly Task - T29


link

ID: 115002502849

Created at: 2017-04-10T13:22:28Z

Users$ folder Security Check on AD

 

See attached PS script. This script should run (from AMSSRVADMIN001) and check that the permissions are set correctly on each users$ folder.

 

The user should be the owner of their own J: drive folder.

 

Run the script and then use the output to make any necessary corrections.

 

 

If the above doesn't work, use the following method.

 

Open the spreadsheet 'OV Starters & Leavers' from \\work.local\ITsupport 

 

Looking at the starters tab for the past 3 months, go through the list (For AMS Hub sites only) and check each user has been given the correct permissions on their J: drive:

 

**For Amsterdam users, J: drive is "\\amssrvfs001\nlusers$\%username%"

For other sites, replace the 'nl' with the office code (MLT, DBX etc...)

AMS - Quarterly Check - T28


link

ID: 115002501869

Created at: 2017-04-10T12:51:37Z

Check Pool Monitor Tool, check Archive log files in Archive Manager

 

You will need to follow these steps for the following sites:

 

Amsterdam Hub - AMSSRVARC001

Cyprus - CYPSRVDC001

Zurich - ZRHSRVARC001

 

Open Enterprise archive manager, connect to a server (using above as guide) go to the 'Jobs' tab:

 

Click 'Job Reporting' at the bottom left, this brings up the pool monitor.

 

Run down the list of errors for each job, Items with a green envelope are fine, items with a red envelope failed.

Check that there are no errors within the last 90 days, if there is, check if the person is a leaver. If they are still an active user, then make a note of this on the ticket in Zendesk.

You or another engineer will then need to contact those users and troubleshoot to make sure their archiving is working.

 

 

AMS - Quarterly Task - T26


link

ID: 115002499289

Created at: 2017-04-10T11:53:03Z

Update the Hyper-V Templates, latest software packages & windows Updates

 

Log into the Virtual Host server in Amsterdam (AMSSRVVH001)

 

Start the 1st Hyper-V template server:

 

 

Connect to it using the Hyper-V console, and login with the Administrator account - you'll have to set a password to login.

 

Go to Control Panel>Network & Sharing Centre>Change Adapter Settings.

Right-click on the network adapter and choose properties:

Select 'Internet Protocol Version 4 (TCP/IPv4), then click 'Properties'

Set the IP & DNS settings as follows:

If the above doesn't result in a network connection then the IP may be in use already and you'll have to find one that is not in use.

 

Check you are able to get onto the internet.

 

Next, go to Control Panel>Windows Update

Choose 'Change Settings', select 'Never check for updates' and click ok:

On the next screen, click 'Check for updates':

 

Allow the check to run until it is ready to install, and install all available Windows updates.

 

 

Once updates are installed, restart the virtual server.

 

Log back in and go to "\\amssrvfs001\sources$\McAfee Framework Package" and install the latest McAfee Agent (FramePkg.exe)

 

Once complete, go to C:\Windows\System32\Sysprep and run sysprep.exe 

Choose OOBE option, and Generalize, then choose Shutdown in the 2nd dropdown box.

 

Sysprep will run and then the server will shutdown.

 

Repeat this for all Hyper-V templates in AMS & ZRH.

 

 

 

 

AMS - Quarterly Task - T22


link

ID: 115002520485

Created at: 2017-04-10T10:57:09Z

Remote Access Check - Email each MD and check the staff is still approved for Remote access 

 

Using the attached script, get an export of all users in the Security - Citrix token users group.

 

Sort this list by office and then send the list to the HR Manager/MD for each AMS Hub office (list below) using the following email template:

 

Dear...

 

IT is currently conducting the quarterly audit of users with remote access to the Vistra network.

Please review the attached list of users for your location and advise if any changes should be made.

 

If you have any questions regarding this, please contact IT.

 

Kind regards

 

NOTE: IT Users will need to be sent in a seperate list to Wendy Ewens.

AMS - Quarterly Task - T21


link

ID: 115002520365

Created at: 2017-04-10T10:51:40Z

Update Hub Diagrams

 

Hub diagrams are stored in this location:

 

\\work.local\itsupport\Global\Diagrams\Network Diagrams\Europe Hubs 

 

The Amsterdam team needs to keep the diagrams updated for the following sites:

 

Amsterdam

BVI

Curacao

Cyprus

Switzerland (Zurich, Zug, Geneva)

 

 

You will need MS Visio installed on your computer to update these. They must be kept up to date with any new servers or network equipment that has been added since the last time this task was completed. Following the existing diagram should give you an idea of what is needed, if unsure ask a senior member of the team.

 

 

AMS - Quarterly Task - T19


link

ID: 115002496729

Created at: 2017-04-10T10:27:11Z

Update the oui.txt for Mcafee RSD

 

Login to https://AMSSRVEPO001:8443 

Click 'Menu'

Click 'Server Settings'

Click 'Detected System OUIs'

Click 'Edit' (bottom-right hand corner)

Check that the radial button for URL is checked, then click 'Update'

 

Then, log into https://zrhsrvepo01:8443 (from Zurich Admin) and repeat the above. If the URL update fails, go to http://standards.ieee.org/regauth/oui/oui.txt and save a copy of the text file to the Zurich admin server. Then use the file upload option to update the file.

 

AMS - Quarterly Task - T16


link

ID: 115002496429

Created at: 2017-04-10T10:19:21Z

Review of OWA & Active Sync Access (Without Amsterdam)

 

Run the following script in exchange powershell on the admin server, to get the extract of users with OWA & Active sync enabled:

 

Get-CASMailbox -ResultSize Unlimited | where {($_.OWAEnabled -eq 'True') -or ($_.ActiveSyncEnabled -eq 'True')} | ft name, owaenabled, activesyncenabled, Identity -AutoSize | out-file -width 4096 -filepath C:\users\%username%\desktop\Exch2010ReportASOWAUsers.txt

 

 

Once you have the extract, sort it by office. You must remove any IT Admin accounts, service accounts, generic accounts & leavers from the list - leavers shouldn't be on there and access should be disabled immediately if they appear there. You can see leavers in the Leavers OU in AD.

Your list should look something like this:

 

These are the offices you will need to send to:

Antwerp -            Eric Hendrickx

Barcelona/Madrid- Xavier Nuet

BVI -                   Rexella Hodge

Berlin -                Gijs Hospers

Curacao -             Connie Padilla

Cyprus -              Gerard van Spall

Dubai -                Barbara Neuerberg

Eemnes -              David Spetter

Frankfurt -            Marcus Friedrichs

Geneva -              Walter Stresseman, Angelica Heinzen

Malta -                 Derren Busuttil, Marco Bugelli, Alistair Schembri

Rotterdam -          Daniel Bolt

Soest -                 David Spetter

Zug -                    Massimo Mattanza

Zurich -                Massimo Mattanza - Susana Frey

 

 

Use the following template for the email:

 

 

Dear Colleagues,

 

IT is currently conducting the quarterly review of email access.

 

Attached is the current list of colleagues with access to Webmail & Email on their mobile device.

Please review the list asap and advise by return email if any changes are required.

 

 

 

Once you receive the responses, update in Exchange accordingly. If you do not receive a response within 7 days, send a chase email. If you still haven't had a response in a further 7 days escalate to the IT Support Manager.

AMS - Quarterly Task - T13


link

ID: 115002518965

Created at: 2017-04-10T09:56:19Z

Group - Check for Citrix Updates

 

Check the Citrix update (Roll up) version installed on each Citrix server in the AMS & ZRH hubs.

 

Open Citrix AppCentre (on AMSSRVADMIN001 & ZRHSRVADMIN01), scroll to the servers and then check the version under 'Hotfix Details'

 

The last 3 digits of the Hotfix name denote the roll up version currently installed, in this case R07 - Roll-up 7.

 

This site shows the schedule for Roll-up pack releases:

https://support.citrix.com/article/CTX107180?recommended 

 

 

The login for www.mycitrix.com is in the password manager if you need to download the patches.

 

Once downloaded, the roll-up install should be scheduled out of hours by raising a CAB in Zendesk. 

AMS - Quarterly Task - T11


link

ID: 115002495129

Created at: 2017-04-10T09:45:05Z

Group - Check All Webcams and Environment Monitors are reachable and working.

 

You will need to log into the Environment Monitors for each office:

 

Amsterdam

Cyprus

Zurich

Geneva

 

Seperate tasks exist for JER, LDN & LUX

 

IP addresses & details for login are in the Password manager.

 

ENVIRONMENT MONITORS

Login to the environment monitor through the web browser:

On the Home tab, ensure that the overview shows no errors:

If any issues, troubleshoot and if necessary inform a senior member of the team.

 

WEBCAMS

 

Log into the Webcam using the browser (details in password manager)

Check you're getting an image from the camera, if not then do a physical check on the camera to make sure it is connected.

 

For satellite offices, you will need someone to check this for you.

 

 

 

 

AMS - Quarterly Task - T7


link

ID: 115002517685

Created at: 2017-04-10T09:27:26Z

Run Cleaning Tape on back up drives

 

Cleaning tape needs to be run on tape drives in the following offices:

 

Amsterdam - go to data centre to run cleaning tapes

Cyprus - Contact Lilia Akrivopoulou to run the tape.

Zurich - Contact Elena Bunker to run the cleaning tape.

 

Log into ArcServe Backup Manager on AMSSRVSTORE001, CYPSRVDC001, ZRHSRVDC001 and run the cleaning tape job. Speak to Lloyd, Ross or Ambrus if assistance is required with this.

AMS - Quarterly Task - T6


link

ID: 115002517285

Created at: 2017-04-10T09:17:37Z

Review of Active Directory Accounts

 

Make an export from AD for each Amsterdam hub satellite office, also create a seperate list that contains IT & BSS admin accounts (From the IT Users OU).

 

Include the following in the export ( you do this by choosing columns in AD before exporting):

 

Name

Job Title

Description

Email Address

Telephone Number

Division

Office

 

 

Remove any service accounts, IT users or generic / shared accounts from the list, there is a seperate operational task for these.

 

Send the list to the HR Managers/MD's for each office (list below) using the following template:

 

Dear...

IT is conducting its quarterly audit of user accounts.

Attached is the list of users currently in the directory for your office. Please review this information and respond confirming any changes that need to be made, or to confirm the list is correct.

 

If you have any questions about this, please feel free to contact me using the details below.

 

Kind regards

 

 

 

Amsterdam -        Ron Arendsen, Vanessa Mittendorf,

Antwerp -            Eric Hendrickx

Barcelona/Madrid- Victoria Oliver

BVI -                   Rexella Hodge

Berlin -                Gijs Hospers

Curacao -             Connie Padilla

Cyprus -              Gerard van Spall

Dubai -                Barbara Neuerberg

Eemnes -              David Spetter

Frankfurt -            Marcus Friedrichs

Geneva -              Walter Stresseman, Angelica Heinzen

Malta -                 Derren Busuttil, Marco Bugelli, Alistair Schembri

 

Rotterdam -          Daniel Bolt

Soest -                 Oliver Oser

Zurich & Zug       Bruno Sidler - Susana Frey

 

 

When you receive a response, update the relevant information in AD, then file the email in the evidence folder for this task.

Bloomberg Info & Contact Luxembourg


link

ID: 115002496245

Created at: 2017-04-07T15:52:50Z

VPM3 :

Customer account: 30087842

Datalicense Number: dl783848

Advent :

Customer account:  30149591

Datalicense Number: dl785156

 

Contact info

 

Email: ggilesguerre@bloomberg.net

Tel: +44-20-35257286

AMS - Monthly Task - M23


link

ID: 115002490965

Created at: 2017-04-07T12:32:03Z

Review Bomgar Local Users (PAM & Remote Support Appliance)

 

Log into nlpam.vistra.com using your admin account (senior team members only)

 

Select User & Security, then Users:

 

 

Check through the list of users, for any that have not logged in for over 60 days, click 'Edit' then disable the account.

AMS - Monthly Task - M22


link

ID: 115002465229

Created at: 2017-04-07T12:27:52Z

Check 'No User information Set' & 'No Time Zone Set' in Zendesk & Update.

 

 

Login to Zendesk.

Click on the Customer Lists icon:

 

First Select 'No User Office Set'

Go through all the users on this list and update their details in Zendesk.

 

You should update:

- Time Zone

-Check the 'Time Zone Set' box

-Agent team (Select the team that would be the default IT team for the user)

- Username

- Job Title

-Office

-Division

 

If you are missing any information, you should be able to find this on the intranet.

 

 

Next, go back to Customer Lists and select 'Default Time Zone Set'

 

If the time zone is GMT - (London), then make sure this is correct.

If the time zone is set to anything else, simply make sure that the 'TimeZoneSet' box is checked.

 

 

 

 

AMS - Monthly Task - M21


link

ID: 115002464949

Created at: 2017-04-07T12:19:36Z

Update supported Chrome version in Webhost protection in DLP 

 

 

Log into McAfee ePO (https://amssrvepo001:8443) 

 

Go to Software Manager (You will need admin access for this)

 

Go to Licensed Software> McAfee Data Loss Prevention & Device Control 10.0

 

Click download on "Chrome Supported Versions"

 

Extract the xml file from the zip file that downloads, then in the ePO go to Menu>Policy Catalog

Select Data Loss Prevention 11 from the drop down then click on the Vistra - Client Configuration policy

 

Choose 'Web Protection' from the menu on the left, then choose file next to Chrome Supported Versions:

 

Select the file you extracted earlier and then click 'Apply Policy', the last updated date should update with the release date of the file.

AMS - Monthly Task - M20


link

ID: 115002464569

Created at: 2017-04-07T12:10:19Z

Review Terminal Service Licensing

 

Log into AMSSRVRDTSL001

 

Open Remote Desktop Licensing Manager

 

Check that the available licenses are not exceeded by the number of licenses Issued:

 

 

 

If they're exceeded, report to senior member of the team.

 

AMS - Monthly Task - M19


link

ID: 115002464429

Created at: 2017-04-07T12:05:38Z

European Citrix Servers - Confirm scheduled daily restart is working

 

For Each Citrix Server in the Amsterdam Hub, login and go to Scheduled Tasks.

 

Check that the last restart task ran as expected.

 

If the task did not run, check that it is setup correctly and if needed escalate to a 2nd line member of the team.

 

 Take a screenshot of the above screen and copy to the relevant evidence folder.

AMS - Monthly Task - M17


link

ID: 115002464109

Created at: 2017-04-07T11:55:16Z

Share File Licensing Check

 

 

Log into vistra.sharefile.com and go to People>Manage Users Home

 

Click 'Export Full User List' - this will download an excel list of users.

 

Sort this list by last logon date.

 

For all users that have not logged on for over 90 days, send an email to them asking if they still require access.

If no response within 7 days, send a reminder advising if there is no response then their account will be removed in a further 7 days.

 

If no response received still, delete the user from Sharefile.

 

Updated 09-03-2018 LP:

Please use the attached email to send out to the employees that are filtered from the above list. There are three rules created in the ITsupport box that will filter the emails as shown below:


 

 

 

AMS - Monthly Task - M16


link

ID: 115002489545

Created at: 2017-04-07T11:51:41Z

Amsterdam Hub - Make sure AV/DLP is deployed out to all machines + delete machines last communication > 30 days

For this task, log into the Amsterdam ePO:  https://amssrvepo001:8443 

Go to Menu>  'Queries & Reports, then 'Shared Groups' >  Vistra 

Run the following queries:

- DLP Missing
- Missing Virus Scan - Amsterdam EPO

This will show the workstations without AV & DLP

Then use the ePO to deploy the missing software, if any issues report them to Jamie.

For deleting the machines that have not reported in over 30 days got to Menu> System Tree, select this group and all sub groups in the most left drop down menu and do a search without any extra filters. This will show all machines reporting in EPO, now just sort them by last communication. Delete all machines that have not communicated in 30 days> via actions -> directory management -> delete

Contacts:

Guernsey: Tim Laine, John Collenette
Jordans and Bristol: Rhodri Jones
Jersey and VGML: Ross Pringle, Yuri Miranda
London: Bryan
US: Freddie Mac

AMS - Monthly Task - M15


link

ID: 115002461969

Created at: 2017-04-07T10:37:57Z

OWA & Active Sync Check for AMSTERDAM ONLY

 

Run the following script in exchange powershell on the admin server, to get the extract of users with OWA & Active sync enabled:

 

Get-CASMailbox -ResultSize Unlimited | where {($_.OWAEnabled -eq 'True') -or ($_.ActiveSyncEnabled -eq 'True')} | ft name, owaenabled, activesyncenabled, Identity -AutoSize | out-file -width 4096 -filepath C:\users\%username%\desktop\Exch2010ReportASOWAUsers.txt

 

 

Once you have the extract, sort it by office and then send the list for Amsterdam to HR and Janine Hildebrandie, CC Ron Arendsen and Vanessa Mittendorf.

 

IMPORTANT NOTE: You must remove any IT Admin accounts, service accounts, generic accounts & leavers from the list - leavers shouldn't be on there and access should be disabled immediately if they appear there.

 

 

Use the following template for the email:

 

 

 

Dear Colleagues,

 

IT is currently conducting the monthly review of email access.

 

Attached is the current list of colleagues with access to Webmail & Email on their mobile device.

Please review the list asap and advise by return email if any changes are required.

 

Kind regards

Zurich - DrTax 3.0 network server installation


link

ID: 115002312309

Created at: 2017-03-31T09:14:41Z

Please find attached instructions attached

*Global Network Diagram (Nov 2017)


link

ID: 115002155189

Created at: 2017-03-24T13:07:30Z

Cayman - Ronco - Local IT Support


link

ID: 115001990309

Created at: 2017-03-17T11:55:41Z

Darrell Hines
Managing Director

 

Unit # 3 | The Concord Centre | 59 MacLendon Drive | P.O. Box 854 |Grand Cayman, KY1-1103
P. (345) 947 5710 | C. (345) 925 5707 | F. (345) 947 5810 | Skype. Roncocayman
E. dhines@roncocala.com | W. http://www.roncocala.com
______________________________________________________

24x7x365 Support Line: (345) 916 7253 or support@roncocala.com

Titania John Mulders - Curacao Local IT Support


link

ID: 115001990129

Created at: 2017-03-17T11:53:37Z

John Mulders
Managing Director
Titania IT N.V.

Tel : +599 9 8401358
Cell : +599 9 6906665
E-mail : john.mulders@titania.cw

Lime (BVI Telco \ Internet Provider)


link

ID: 115001989669

Created at: 2017-03-17T11:50:22Z

Debrah Henry
ACCOUNT MANAGER
LIME

D: +1 (284) 852-8745
M: +1 (284) 541-3030
E: debrah.henry@lime.com

 

Fresh Mango (BVI Local IT support)


link

ID: 115002014725

Created at: 2017-03-17T11:48:44Z

https://support.freshmango.com/ticket
Office Phone: +1 (284) 340 0466

+1 (284) 494 0266

+1 (284) 340 0467

 

   Mobile: +1 (284) 346 3705

BVI Network Diagram - March 2017


link

ID: 115001989349

Created at: 2017-03-17T11:44:21Z

Curacao Network Diagram - March 2017


link

ID: 115001989149

Created at: 2017-03-17T11:41:39Z

Amsterdam Network Diagram - March 2017


link

ID: 115002014405

Created at: 2017-03-17T11:40:30Z

LUX - Canon Uniflow


link

ID: 115001968245

Created at: 2017-03-16T07:34:02Z

email: lu@support.canon-europe.com

Tel: +352 48 4796 222

Frédéric Thomas
Tel : 48 47 96 249
Mobile : 621 247 571
f.thomas@canon.lu

Vincent Soetens
Account Manager Solutions
Canon Luxembourg nv/sa

Rue des joncs
21 L-1818 Howald Luxembourg
Tel: +352484796270
Mobile: +352661239815
Fax: +352484796235

 

Technical Responsible

Mr Balosso
Tel: 484796219

printer serials:

JPA14808 (MFD01 - 10.51.30.11) 1st floor

JPA14846 (MFD02 - 10.51.30.12) 3rd floor

JPA14847 (MFD03 - 10.51.30.13) 2nd floor

Zendesk Account Manager (14 March 2017)


link

ID: 115001899969

Created at: 2017-03-14T17:20:46Z

Richard Power

Account Executive

phone: +442038686926

Cisco Phone Procedure -- Creating a DDI client number & Hunt Groups


link

ID: 115001856909

Created at: 2017-03-13T14:10:18Z

Overview

Vistra Ltd provide individual DDI’s to their customers to call into their phone systems. When a customer calls this number they should be welcomed using their own company name. This necessitates an inbound hunt-group to be created.

This procedure documents the steps required to add a new customer on the Vistra Ltd Unified Communications Manager Platform. The following pre-requisites must be met

 

Method 

Log into the Cisco UCM System
Add a new line group by accessing Call Routing -> Route/Hunt -> Line Group, and click “Add”


Give the line group a name of lg-<customer name>
Change the distribution algorithm to “broadcast”
Select the extension numbers to be in the new group and select “add to line group”
Once complete click “save”


Navigate to hunt-lists by accessing “Call Routing -> Route/Hunt -> Hunt List.
Click “add new”


 

Name the hunt-list hl-<customer name>,
Enter a sensible description
Tick “enable”
Select any CMG
Save the hunt list, then click “add a line group”
Select the correct line group and then click “Save”


Navigate to hunt-pilots by accessing “Call Routing -> Route/Hunt -> Hunt Pilot”
Click find, then select the latest existing hunt-pilots for an existing customer. Click Copy
Change the pilot number to the next available number in the 56XX range
Change the description to a sensible value
Change the hunt list to the new hunt list you created in sections 9-14
Change the Alerting Names to the customer name, then click “Save”

Finally, navigate to “Call Routing -> Translation Patterns”
Search for and select and existing customer number, then click “Copy”
Change the translation pattern to the DDI number allocated to the customer
Change the description to the customer name

 

Scroll to the bottom of the page, and change the “called party transform mask” to the new hunt pilot number you created in section 15-20


Finally Click Save
The new customer is now deployed, you can test by placing an inbound call to the customer DDI

Reference Documents

In order to administer the system some useful documents can be found at the following links.

Cisco UCM Administration guide

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucm/admin/9_1_1/ccmcfg/CUCM_BK_A34970C5_00_admin-guide-91.html

Cisco Unity Connection Administration Guide

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/connection/9x/administration/guide/9xcucsagx.html

Cisco IM&P Administration Guide

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucm/docguide/9_1_1/CUCM_BK_CBABE0BB_00_cucm-documentation-guide-91.html

 

Worksite not loading automatically in Office


link

ID: 115001752589

Created at: 2017-03-08T11:05:41Z

If you have an issue with worksite (or any other plugin) not loading automatically when starting Word, excel or outlook this can be caused by the regkey having the wrong value. 

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office

The load behavior value should be 3.

 

FOG - new Slave for new Office


link

ID: 115001734889

Created at: 2017-03-07T15:32:14Z

FOG slaves are easily configured by cloning existing slaves. the following guide explains the procedure for deploying a new Fog slave. The only requirement would be having a Hypervisor and DHCP

 

1. Copy the HyperV Disk of an existing Slave and transfer it to a new remote Hypervisor server. Watch out for the internet line and the VPN between the offices you try to copy. Preferably start the copy on a friday afternoon.

2. once copied. make a VM and attatch this disk. dont connect it to the network yet.

3. while offline, turn it login with user fog and rename the host-name and reboot. give it network and IP.

4. As sudo adjust the Fog setting in the following hidden file. to match with the new host details
 /opt/fog/.fogsettings 

5. Go to http://amssrvfog01 and create a new storage group and storage node

6. Back to Fog and run the installation from sudo in fog user. Make sure when running you see the configureation you did earlier in .fogsettings
cd /fogproject
./installfog.sh

7. if install failes, make sure you have internet and apt-get install works. certain packages might require updating.

8. Once complete go to http://amssrvfog01 and under setting check if your slave is visible and logging back info.

9. If all complete, go to your local DHCP server and add option 66 and option 67 to your DHCP local server. 66 is your Fog slave ip and 67 is the image file undionly.kpxe
more info: https://wiki.fogproject.org/wiki/index.php?title=Modifying_existing_DHCP_server_to_work_with_FOG

10. now test PXE booting from either HyperV or a physical machine

11. if you need a unique Master image for that office. you need to update the image which you have moved with your slave. use this KB for updating that image: https://ovgroup.zendesk.com/hc/en-gb/articles/115001768605

 

 

Mimecast User Guide


link

ID: 115001718329

Created at: 2017-03-07T10:15:52Z

Exchange Mailbox - MobileIron Email+ Setup Guide on Android


link

ID: 115001709769

Created at: 2017-03-07T05:21:53Z

ArchiveWeb User Guide


link

ID: 115001717825

Created at: 2017-03-06T05:24:43Z

Exchange Mailbox - MobileIron Email+ Setup Guide on IOS


link

ID: 115001717805

Created at: 2017-03-06T05:20:43Z

Welcome to Vistra IT - Singapore and Southeastern Asia


link

ID: 115001684609

Created at: 2017-03-06T05:11:51Z

Welcome to Vistra IT - Hong Kong and Eastern Asia


link

ID: 115001684589

Created at: 2017-03-06T05:08:44Z

Welcome to Vistra IT - Greater China


link

ID: 115001717705

Created at: 2017-03-06T05:07:30Z

Setup Guide for BlackBerry


link

ID: 115001565549

Created at: 2017-02-28T09:21:05Z

Setup Guide for BlackBerry Q10


link

ID: 115001565469

Created at: 2017-02-28T09:19:07Z

Exchange Mailbox Setup Guide on IOS


link

ID: 115001587245

Created at: 2017-02-28T09:17:32Z

Exchange Mailbox Setup Guide on IOS (SG)


link

ID: 115001587185

Created at: 2017-02-28T09:16:21Z

Exchange Mailbox Setup Guide on IOS (Exchange 2016)


link

ID: 115001565369

Created at: 2017-02-28T09:15:27Z

Exchange Mailbox Setup Guide on Android


link

ID: 115001565309

Created at: 2017-02-28T09:14:11Z

Exchange Mailbox Setup Guide on Android (SG)


link

ID: 115001587065

Created at: 2017-02-28T09:12:50Z

Exchange Mailbox Setup Guide on Android (Exchange 2016)


link

ID: 115001586765

Created at: 2017-02-28T09:00:13Z

Vistra Phone Admin V1.3


link

ID: 115001564549

Created at: 2017-02-28T08:53:13Z

Hong Kong LGO Cabling


link

ID: 115001586385

Created at: 2017-02-28T08:42:24Z

Access Control Quick Guide for Admin Rev 1


link

ID: 115001586225

Created at: 2017-02-28T08:36:01Z

Access Control Quick Guide for IT


link

ID: 115001564329

Created at: 2017-02-28T08:34:44Z

Access Control User Manual


link

ID: 115001564289

Created at: 2017-02-28T08:32:11Z

Vistra Network setting of CCTV and ACS


link

ID: 115001564069

Created at: 2017-02-28T08:24:00Z

SmartPSS User Manual


link

ID: 115001585885

Created at: 2017-02-28T08:14:41Z

SmartPSS Quick User Guide


link

ID: 115001585745

Created at: 2017-02-28T08:11:01Z

as title

Software - ADP Multilink


link

ID: 115001543489

Created at: 2017-02-27T12:50:39Z

ADP Multilink software is installed on AMSSRVCTX06

Application is used by Quincy Martie & Daniel Bolt (Rotterdam Office).

 

Security group created:

Application - RTM - ADP Multilink

 

This group provides access to the following folders/registry keys:

Folders

c:\program files (x86)\ADP
c:\program files (x86)\Borland

Registery

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ADP Nederland BV

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Borland

 

Please see attached PDF document for furhter reference. 

 

Contact ADP

Edilson Fortes | Technical Support Engineer/Client Service Specialist <Edilson.Fortes@adp.com>

 

ZRH - Ringler (drTax)


link

ID: 115001552805

Created at: 2017-02-27T07:25:21Z

support for DrTax application which is used in Zurich on ZRHSRVCTX01

(data files are on ZRHSRVSQL01)

 

 

Ringler Informatik AG

Support-Professional

Baarermattstrasse 10

CH-6300 Zug

+41 800 40 40 40

Fax : +41 41 766 40 50

http://www.drtax.ch

supporter@ringler.ch

LUX - Install Screening Deploy


link

ID: 115001460585

Created at: 2017-02-22T11:23:51Z

Please find the attached guide for the installation of LUX SD

LUX - Securitas (tape)


link

ID: 115001436825

Created at: 2017-02-21T13:05:53Z

 

requesting suitcases for tape backup

suitcases 1 to 6

control.room@alert-services.lu and
mobile.luxembourg@securitas.lu

www.securitas.lu

Control Room

Tel 24h/24h +352 26 63 18 500
Tel +352 26 63 1
Fax +352 26 63 30

Amsterdam - Accountview


link

ID: 115001389409

Created at: 2017-02-20T09:27:14Z

Orangefield(accuired by Vistra) used to have Accountview

This was later replaced by millogic but certain client data is still left behind indisde.

Please see the below guide on how to provide access:

1. install application using below path
\\amssrvfs001\sources$\OF\ACCOUNTVIEW-71-NL-R01\Installation\install.cmd

2. with notepad create a batch (.bat) including the below lines and place it on the user’s desktop
net use w: /delete 
net use w: \\AMSSRVFS003\AppsProg_NLAM$

3. shortcut the programs from C:\Program Files (x86)\accountview and place it on the user’s desktop

4. if no credentials ask business systems (Jeroen Beijer) to create /provide access inside.

Info: the program users W: drive for the executables and R: drive for data

Amsterdam - Opsview Vmware monitoring


link

ID: 115001364509

Created at: 2017-02-17T17:09:01Z

Please note that we have installed the Vmware SDK on Opsview Master allowing us to monitor Vmware Hosts and guests.

You can use the below templates for either Vmware hosts and/or Guests machines.

 

 

Vmware HyperVisor nodes needs additional local configuration:

  1. Using Vsphere client or CLI create a nagios user and provide read-only permissions (avoid using characters in password)
  2. Install Vmware SDK on Opsview slave if you are monitoring remotely.

https://www.opsview.com/resources/blog/monitoring-vmware-esxvsphere-opsview

https://knowledge.opsview.com/articles/11485/os-vmware-vsphere-host.html

  1. add the host and include the Variables for Vmware datastore and username password. Make sure you override the values (use AMSSRVESX01 as example)

 

GER - Dell (FRA)


link

ID: 115001371505

Created at: 2017-02-17T13:29:09Z

Frankfurt office

 

Frantisek Csiba

Account Manager

Dell EMC | Kleine und Mittelstandsorganisationen Deutschland

Internal: 3126713| Office +49 69 9792 6713 | Fax +49 69 34824 6713

Email: frantisek.csiba@dell.com 

Vistra IT US - 3rd Party Support


link

ID: 115001277045

Created at: 2017-02-14T14:02:17Z

Vistra IT US

Third Party Support Info

 

VPM Support

 

Immediate Help - 8am-7pm EST / Requests after hours returned by 9am EST next day

Immediate Help 7pm-8am EST

 

Vistra IT US

Third Party Support Info

Eze Support

Implementation Help

Immediate Help - 9am-6pm EST / Requests after hours returned by 9am EST next day

Immediate Help 6pm-9am EST

ComLaude Contacts


link

ID: 115001273165

Created at: 2017-02-14T12:14:21Z

Contacts for ComLaude:

 

Domain Queries:

 

James Nunn

james.nunn@comlaude.com

+44 1323 748515 

OUT OF HOURS:

admin@comlaude.com

+44 20 8213 5922

 

AMS - Monthly Task - M14 - Safenet assigned token check


link

ID: 115001133285

Created at: 2017-02-08T15:26:52Z

Safenet assigned token check

You will require access to the safenet portal to perfomr this task.

1. Export a list of all users in the following security group: Security - Global Citrix Token Users You can use the attached script to get the export, once you have the export, filter it to display only the following offices:

Amsterdam
Antwerp
Barcelona
Madrid
BVI
Berlin
Curacao
Cyprus
Dubai
Eemnes
Frankfurt
Geneva
Malta
Rotterdam
Soest
Zug
Zurich

2. Log into - https://cloud.safenet-inc.com/console/Default.aspx 

2) Click “Report” then click “Browse Employees”

4) Now you can view all the employees you can check the users which don't have login in more then 3 months

* DO NOT email EX CO members, directors and IT staff!

like Martin Crawford, Ad de Beer, Walter Stresemann, etc

 

5) email the users and save the emails here:

 see attached email that you can use as template

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check\Q1 2016\sent emails

6) wait for replies and saved the emails here:

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check\Q1 2016\received emails

7) if they don't use sharefile anymore

- reset the password


- downgrade the account to client

 

6) Once you have completed CHE you can now move onto doing the same check for LUX Vault by logging into - https://luxvault.sharefile.com (Log in details in Password Database)

 

general link

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check

please update the license sheet as shown in the monthly task
https://itsupport.vistra.com/hc/en-gb/articles/207282665-Share-file-Licencing-Monthly-Task-M17

Subject: Monthly Remote Access Check

Message:

Dear ,

 

We are performing the monthly audit of colleagues who currently have remote access to the Vistra Network via Citrix. 

 

Please review the below list and advise by return email if any user's access should be revoked.

 

If you have any questions about this, please contact IT Support.

 

Kind regards

 

 

 

 

When you receive the replies, remove any users mentioned from the security group then store the emails in the evidence folder.

You must chase the replies if they are not received within a few days. We will fail our audit if these checks are not completed on time. If you do not receive a reply after 2 chases, notify Jamie

AMS - Monthly Task - M13 - Check Mailbox DB Sizes


link

ID: 115001114969

Created at: 2017-02-08T14:54:46Z

Check mailbox sizes for all DBs in Europe. 

 

 

For this task, you need to run the following query in Exchange Powershell, from AMSSRVADMIN001:

 

MailboxDatabase -Status | Sort-Object Name | Format-Table Name, DatabaseSize, AvailableNewMailboxSpace

 

The output should look like this:

 

For each database, compare the size with the check from the previous month and then report any significant changes to a senior member of the team - this is so we can monitor unusual growth

 

Store a copy of the output in the evidence folder along with a list of reported discrepancies.

AMS - Monthly Task - M12 - Email Archive License Check


link

ID: 115001114549

Created at: 2017-02-08T14:39:31Z

Licensing check – email archive / check email archive scheduled Jobs / review and de active old mailboxes

 

Log into Enterprise Archive Manager...

...and connect to one of the following servers.

 

AMSSRVARC001

JERSRVARC001

CYPSRVDC001

ZRHSRVARC001

 

Open the OV Starters & Leavers Spreadsheet

In the Archive manager, go to Tools>Address Book Manager:

 

Go to the Mailboxes tab, arrange by display name and then check that any leavers from the previous month on the spreadsheet have been disabled in archive manager. Make a list of any mailboxes you have de-activated and store in the evidence folder.

This needs to be completed for all of the above servers.

 

Next, close the address book manager and go to the 'Jobs' Tab, then click 'Job Reporting':

 

Check the list of errors for each job and if any occurred within the last month, you need to first check if that mailbox is de-activated (if so, ignore the error) and if not then investigate.

Again this needs to be completed for all the above servers.

 

When that is done, close the Jobs window, then go to 'Help'>'License'. Take a screenshot of the license box and add to the evidence folder.

Note that Archive Manager will shortly be decommissioned so we will not purchase any further licenses.

 

 

 

AMS - Monthly Task - M9 - Check Client Domains


link

ID: 115001126865

Created at: 2017-02-08T13:53:57Z

Group – Check Client Domains 

 

We receive an email digest of domains that are due to expire.

 

We get this once a month in the IT Support mailbox, subject: Domain Expiry Report

 

We also get a quarterly digest from ComLaude with domains due to expire that quarter. For domains registered with ComLaude, the default is that the domain is renewed unless we tell them otherwise.

 

An example of the domain expiry report is attached.

 

Go through the list and send an email to each named person on each domain to ask if the domain should be renewed or cancelled.

If you do not see a contact name on the report, then you will need to check the toolpad:

 

http://vistragroup.toolpad.com  - if you do not have access to this, check with a senior member of the team.

 

Once you have received the answer back, you should do one of the following:

 

 

Hosted with ComLaude:

Renew - no action needed

Cancel - email Dylan.Facer@comlaude.com to cancel the domain upon it's expiry.

 

Hosted with IXWebHosting:

Renew or Cancel - log into manage.ixwebhosting.com(details in password manager) and take the appropriate action.

 

Hosted with EuropeRegistry

Renew or Cancel - log into EuropeRegistry (details in password manager) and take the appropriate action.

AMS - Monthly Task - M7 - GFI Win & Software Updates


link

ID: 115001110889

Created at: 2017-02-08T13:41:03Z

Group - Perform GFI Win / Software updates on Test/Live workstations

 

Windows & Software updates to be pushed out at minimum once per month to all offices.

 

Amsterdam Hub - AMSSRVGLG001

 

Amsterdam

Antwerp

Barcelona

BVI

Dubai

Eemnes

Frankfurt

Madrid

Malta

Rotterdam

 

Cyprus Hub - CYPSRVGLG001

 

Zurich Hub - ZRHSRVGLG001

 

Zurich

Geneva

Zug

 

 

Curacao, Berlin, Mauritius & Soest are all thin client sites, and so all updates take place on their Citrix servers only.

 

Evidence of email notifications to be stored in the ticket.

Monthly GFI report will be stored in the evidence folder.

 

 

AMS - Monthly Task - M4 - Email CYP & ZRH for EoM backup


link

ID: 115001124445

Created at: 2017-02-08T13:19:03Z

Email CYP and ZRH regarding their EOM backup

 

 

An email should be sent to the Cyprus & Zurich offices regarding their end of month tape backup.

 

For Cyprus, email Lilia.Akrivopoulou@vistra.com 

For Zurich, email Mirjam.Boehnke@vistra.com

 

 

You should request that they place the tape in the drive for their month end backup. They should then label the tape as such.

Once the backup is completed (this should be scheduled) then you must contact them to remove the tape so they can arrange for the tape to be collected and stored offsite securely. They should also request that any tapes older than 1 year are returned to the office to be re-used.

 

Once completed, mark ticket as completed, store email evidence in the evidence folder here:

 

\\work.local\itsupport\IT Support - Europe\IT Operational Tasks\IT Monthly Task Evidence 

 

Then update the Monthly & Quarterly task spreadsheet.

AMS Monthly Task - M3 - Remove Tapes & Prepare for KPN


link

ID: 115001107529

Created at: 2017-02-08T13:12:21Z

Remove tapes and prepare for KPN - Amsterdam

 

Systems Engineer to travel to the Amsterdam DataCentre and remove the monthly back up tapes from the Auto-Loader. 

 

They are then placed in the secure case provided by KPN, which is stored in the storeroom in the Amsterdam Atrium Office.

 

KPN will come to collect the case, then leave an empty case.

 

Once complete, update ticket and update spreadsheet for Monthly & Quarterly Tasks stored here:

\\work.local\itsupport\IT Support - Europe\IT Operational Tasks 

Curacao - Hub details


link

ID: 115001061089

Created at: 2017-02-07T10:34:37Z

 

Infra:

 Curacao_Infra.jpg

Please note that the devices connect to CS01 on port 45 and 46 are unknown at the moment. As question is raised with the local IT guy to figure out what they are. It is believed that one of these devices also has the Meraki connected to it. This page will be updated when more information is available.

Physical hardware

Hostname IP Address Model Name Extra
SCWWILPESX01 10.49.1.1 HP DL360 G7 iLO 10.49.3.11; ESXi (VMWARE) host
SANPESX02 10.49.1.12 HP DL360 G7 iLO 10.49.3.12; Server itself is turned off
SCWWILPNAS01 10.49.1.143 QNAP TS-879U-RP Used to store backups on
MANPUPS01 10.49.1.42 HP R1500G3 UPS system
MANPUPS02 10.49.1.43 HP R1500G3 UPS system
CURSRVSTORE001 10.44.10.250 HP DL380 G5 iLO 10.49.3.14; Used for backups
CURSRVFS003 10.44.10.62 HP DL380 G5 iLO 10.49.3.28; Old file server
TANPBCK01 10.49.1.40 1x8 G2 AUTOLDR Tape autoloader; Password is unknown
cwwil-oft-cs01 10.49.2.2 Cisco WS-C3560X-48P Extra IP's 10.49.1.1, 10.49.2.1, 10.49.3.1, 10.49.4.1, 10.49.5.1, 10.49.1.2, 10.49.2.2, 10.49.3.2, 10.49.4.2, 10.49.5.2, 10.44.1.2
cwwil-oft-cs02 10.49.2.3 Cisco WS-C3560X-48P Extra IP's 10.49.1.3, 10.49.2.3, 10.49.3.3, 10.49.4.3, 10.49.5.3, 10.44.1.3
cwwil-oft-cs03 10.49.2.4 2x Cisco WS-C2960S-24PS-L Stack of 2x24p; No extra IP's.
an-oft-fw01 10.49.1.253 Cisco ASA 5510 Managed by Domicilium; External IP range 190.112.255.186/29


Virtual

Hostname IP Address Extra
CURSRVAPP001 10.44.10.70 Old application server. Is now turned off
CURSRVCTX01 10.44.10.81 Mainly used Citrix server
CURSRVCTX02 10.44.10.82 Backup Citrix server. Not in use
CURSRVDC001 10.44.10.110 Domain controller
CURSRVFS001 10.44.10.58 File server
CURSRVFS002 10.44.10.55 File server
CURSRVGLG001 10.44.10.237 Old GLG server. Is now turned off
CURSRVOVS01 10.44.10.66 Opsview slave
CURSRVOVS02 10.44.10.67 Opsview slave
CURSRVXAA01 10.44.10.80 Citrix gateway server

Network:

VLAN ID SUBNET Extra

101

10.49.1.0/24 VMWare network and Routing

102

10.49.2.0/24 Non Server and Non Workstation vlan

103

10.49.3.0/24 iLO network for servers

104

10.49.4.0/24 Old workstations (No longeri in use)

105

10.49.5.0/24 Used for old VDI Clients

300

190.112.255.165/29 External IP subnet. Used for DMZ etc. Mainly configured on SWITCH01

1044

10.44.0.0/16 Main VM network

 

User Envoirnment:

Thin clients are used to provide connectivity using Xenapp Web gateway Http://CURSRVXAA01

Ts Profile \\cursrvfs001\tsprofiles$

Roaming profile

\\cursrvfs001\curusers$

Start Menu

\\cursrvfs001\startmenu$

Sources

\\cursrvfs001\Sources$


Drive mapping:

 

CUR

purpose

G:

\\cursrvfs002\GroupsData_CW$

Group Data

J:

\\cursrvfs001\curusers$

private data

L:

\\CURSRVFS002\AppsData2_CW$

Millogic

M:

\\cursrvfs002\AppsProg2_CW$

Millogic

R:

\\cursrvfs002\AppsData_CW$

AppsData

S:

\\cursrvfs002\GroupsData2_CW$

GroupData

W:

\\cursrvfs002\AppsProg_CW$

AppsProg

P:

\\Cursrvfs002\pst_cw$\%username%

pesonal PST

Z:

\\CURSRVFS003\GroupsData_CW$

Archief

F:

\\cursrvfs001\nlmill7$

Mill-Vistra

Y:

\\CURSRVFS001\CURData$

Cur Data

 

   

U:

 \\CURSRVFS002\AppsProg2_VG$

Mill-Bvi

T:

 \\CURSRVFS002\AppsData2_VG$

Mill-Bvi

 

Applications

3x  Millogic instances (Vistra, EX-OF Curacao and BVI staff)

AWB (TAX software) installed on the Citrix farm

Screening Deployed - this is still being hosted in Amsterdam and published through AMSFARM01

 

Emails and signatures

Similair to Mauritius, CEE ITCL, the staff are migrated to Office 365 mailboxes including the autodiscovery GPO

\\cursrvfs001\sources$\autodiscover  

(running script policy and LOG)

\\cursrvfs001\sources$\Exclaimer

(running script policy and LOG)

 

Printers
Are migrated with the files server (FS002) and dpeloyed through GPO:

\\cursrvfs002\PANP026

\\cursrvfs002\PANP030

\\cursrvfs002\PANP043

\\cursrvfs002\PANP041

\\cursrvfs002\PANP042

Zurich - Nimble Docu


link

ID: 115001060469

Created at: 2017-02-07T10:16:28Z

Please see attached file for the complete documentation of the Nimble appliance based in Zurich (Colt) DC.

 

Implement date: 18-01-2017

 

Project leaders:

-Lloyd Philippus (lloyd.philippus@vistra.com) / +31 88 560 9914

-Monyul Ali from Softcat  (MoynulAl@softcat.com) / +44 7702 940876

 

 

Contact - Curacao 3rd party IT company


link

ID: 115001039309

Created at: 2017-02-06T12:35:04Z

Support company with Contact details in case of emergency or ordering local IT hardware.

Titania IT N.V.
'John Mulders' (john.mulders@titania.cw)
Tel : +599 9 8401358
Cell : +599 9 6906665

EZE User Guide and technical Design


link

ID: 115001017689

Created at: 2017-02-03T18:01:41Z

This guide will help you to :

- Understand the technical design of EZE (Penny) in Luxembourg and Amsterdam (Different servers used per BU)

- Administer EZE users

- Create a new fund on request (if someone needs a new fund created in Penny, we first need to create a new database on the Penny SQL Server of the BU, then map it inside the Penny application)

- Restore a database (=Environment = Fund(s))

Penny User Guide and Technical Design


link

ID: 115001017669

Created at: 2017-02-03T17:58:49Z

This guide will help you to :

- Understand the technical design of Penny in Luxembourg (server used for which BU)

- Create a new fund on request (if someone needs a new fund created in Penny, we first need to create a new database on the Penny SQL Server of the BU, then map it inside the Penny application)

- Restore a database (=Fund) received from outside (for example EZE Extranet website)

Eemnes - SFTP DMZ users


link

ID: 115000983989

Created at: 2017-02-02T12:20:24Z

For Sedico Eemnes office there a SFTP server natted through DMZ to allow clients upload certain type of files regarding energy management. see below guide how to add a new client.

  1. ssh from dmz or console from AMSVHC01 to Debian VM VNLSRKPFTP01(172.16.30.32)
    password is in Eemnes password manager
  2. AS sudo goto  /home/FTPROOT/nleesmanager/clients
  3. create client folder
  4. add local user with 128bit secure password combinint characters numbers small and capital letters
  5. Change user home folder path to the ftp folder
    usermod --home /home/FTPROOT/nleesmanager/clients/delta delta
  6. Jail the user to only see his own folder
    usermod -d /home/FTPROOT/nleesmanager/clients/delta delta
  7. add users to the FTP groups (replace USERNAME with user)
    usermod -a -G ftpusers USERNAME
    usermod -a -G sftponly-nlees USERNAME
  8. restart the deamon
    /etc/init.d/vsftpd restart

provide the credentials to the requestor with PAtrick Zee in CC

Group - Arcserve UDP create instant VM


link

ID: 115000935389

Created at: 2017-01-31T07:27:11Z

Dear All,

Please find attached instructions how to create an instant VM from UDP.

This guide could also be used to move physical 2 virtual server.

 

Thanks.

group - manual activation and evaluation


link

ID: 115000925465

Created at: 2017-01-30T12:53:30Z

Below guides walk you through to change the Windows Evaluation edition to the standard or enterprise and activate it Manually if there is no internet connectivity.

 

  1.  if trial windows edition run to know your target upgrade edition
    DISM /online /Get-TargetEditions
  2. change to target by initiation the registration wizard.
    DISM /online /Set-Edition:ServerStandard /ProductKey:KEY-KEY--KEY--KEY-KEY /AcceptEula
  3. Reboot
  4. if it has wrong key, delete the old key
    slmgr -upk
  5. install the new key
    slmgr -ipk KEY-KEY--KEY--KEY-KEY
  6. get the installation id
    slmgr.vbs /dti
  7. go to MS mobile portal which is the replacement of their phone service http://bit.ly/2k8sO9l and select 7 numbers and interchange with activation id
  8. fill in activation ID
    slmgr.vbs /atp ACTIVATIONIDACTIVATIONIDACTIVATIONID
  9. check status
    slmgr.vbs /dli

Malta ISP


link

ID: 115000853229

Created at: 2017-01-25T16:36:09Z

This is phone number for the business internet helpdesk of the Malta office

Melita - +356 27 27 35 35

ISP (ORANGE) for Vistra Barcelona


link

ID: 115000834289

Created at: 2017-01-25T09:14:35Z

Telf: +34900901908

Contact Person: Sergi

NIF: B63154132

Vistra Barcelona

 

Note: Not sure that they can speak in English

Finscan - How To


link

ID: 115000773629

Created at: 2017-01-23T08:53:44Z

 

Finscan is hosted on AMSSRVFIN001 (10.30.10.63). The database is running as SQL instance AMSSRVFIN001\FINSCAN.

Login credentials available in Password Manager.

 

 

 

 

 

 

Printer doesn't send email's


link

ID: 115000632365

Created at: 2017-01-16T09:44:06Z

When a printer has an issue sending large scanned document it might have to do with a hard disk that is full. When you encounter this problem you can solve it easily by formatting this internal disk of the printer. This will free up disk space it needs to do it's job. 

Printer settings will remain the same after this.

 

  1. Login to the webpage and change the Printer Touchscreen UI to local username and password.
    at this time the users can’t use the printer until you are done.
  2. Using the system menu button or remote support page navigate to Tools>security settings>Image Overwrite security
  3. In the new window navigate to “Disk overwrite now” and perform a standard overwrite.
  4. The local disk will be cleaned and the printer will be rebooted

 

VPM Issue Escalation Procedures


link

ID: 115000618369

Created at: 2017-01-16T09:39:12Z

Please be aware of the support escalation procedures for VPM.

VPM is hosted in the USA and staff connect to this using Citrix.  If staff experience issues and it is not an issue on our side then please follow the escalation procedures to ensure a speedy resolution.

 

Points from Anthony Hill:

IT Support Europe - Shift Rota


link

ID: 115000594629

Created at: 2017-01-13T11:53:38Z

IT Support Shift Rota below, will keep updated:

 

Group - Opsview most common questions and issues


link

ID: 115000576045

Created at: 2017-01-11T15:01:53Z

see the attachment for most common issues and questions

Make email alerts more readable.


link

ID: 115000571745

Created at: 2017-01-11T12:39:47Z

If you are getting a lot of alerts over the email and you want to make it more bearable/easier to look at you can change the View Settings and set a conditional formatting. 

 

In the example below I used the temperature emails from the environment monitors.  

- When something is critical (RED)

- Information / Warning (YELLOW)

- All good (Green)

 

(Open image in new tab for bigger one) 

Obviously, you can do this with all sorts of emails and use different colours if that suits you better. 

 

Good luck!

2source4


link

ID: 115000571225

Created at: 2017-01-11T12:12:46Z

When requesting quotes from Buy-IT send an email to: 

 

sales@2source4.com

Cc: martijn.kromhout@2source4.com

Buy-IT


link

ID: 115000571125

Created at: 2017-01-11T12:11:32Z

When requesting quotes from Buy-IT send an email to: 

 

evert-jan.overeynder@buyitdirect.com

 

Group - how to Add Envoirnment monitors in Opsview


link

ID: 115000567865

Created at: 2017-01-11T10:19:40Z

Below guids explains how to configure the Envorinment monitor and add it in Opsview.

1. login to the webpage of the Envoirnment monitor and go to below path

Administration > Notification > SNMP Traps > Trap Receivers

2. add 3 new trap receiver with Each the IP of the opsview master and the local Hub slaves. including the Community string. 
Example Cyprus envoirnment monitor:

Opsview master in Amsterdam and the slaves in Cyprus are all added:

Each one of the above is configured like so including the community string (see password manager)

3. no go to below path and config the Public2 community to the new string (see password manager) allowing external hosts to tap in the logs.

Administration > NEtwork > SNMPv1 > Access Control > edit public2 and add below:

 

4. now go to opsview and host settings and find en existing Envoirnment Monitor.

5. Select the Piebar Menu and hit Clone

 

6. change the IP, Host title, host group(add if missing) under Basic Settings

7. in Advance (bottomo of page to open) change Hostname, and the slave closet to this device

8. If you have followed the previous steps correctly you now can test the SNMP connection.

9. hit Submit and you now can monitor the Envoirnment monitor and receive the alerts

 

 

SDR


link

ID: 115000507369

Created at: 2017-01-09T15:52:07Z

Peter van Driel

Projectleider

 

SDR Elektrotechniek B.V.
Propellerstraat 1-5
1059 CB Amsterdam


T:    020 705 94 53

M:   06 22 66 41 89
E:    peter.vandriel@sdr.nl

W:   www.sdr.nl

Racktables - HowTo


link

ID: 115000498649

Created at: 2017-01-09T12:07:49Z

This guide will help you with a few basic task in the Racktables tool. 

 

1. Add object to Racktables

An object can be everything you but inside your rack. So from a Server to a PDU. To create an object go to this link: http://amssrvrtb001.work.local/index.php?page=depot&tab=addmore

 

 

You can add multiple objects at the same time. Every object has different "Attributes". In short, this means when you add a network switch it won't ask you how many hard disks it has. When you add a server you will be able to add disks to it later on. 

 

2. Add objects to your rack

Once you have created an object so go to the overview to open it: http://amssrvrtb001.work.local/index.php?page=depot&tab=default

 

Notice the status of the object. It says "Unmounted". That means the object is not placed in your rack. Click on the name of the object to mount it. 

 

Once you have clicked on your object:

- Go to Rackspace tab

- Select the correct tab

- Check the height in the rack. If an object is taking up 2u's then select those boxes as well. 

- Press save

 

I will add more quick howto's here in the near future.

 

Group - VPM Issue Escalation Procedures


link

ID: 115000439529

Created at: 2017-01-05T11:54:02Z

VPM is hosted in the USA and staff connect to this using Citrix.

If staff experience issues and it is not an issue on our side, then please follow the escalation procedures to ensure a speedy resolution.

Backup Copy of Network Password Manager


link

ID: 115000447145

Created at: 2017-01-05T10:05:19Z

There is a backup copy of the Network Password Manager installed on HKGSRVAPP04 to allow the retrieval of passwords should there be an issue with the Amsterdam Virtual Host Cluster and you are not able to access the password database through the normal connection. The backup copy is updated by the Asia team as a monthly task so may not contain passwords created within the past few weeks but should have enough passwords to get the Amsterdam Virtual Host Cluster back up and running.

If this scenario happens then you will need to get a senior engineer to login to HKGSRVAPP04 and start the following service: Network Password Manager

When the service is started on HKGSRVAPP04 start your Network Password Manager client. Change the computer that is it connecting to from AMSSRVAPP001 to HKGSRVAPP04 as below and enter your credentials to login:

Please do not create any new passwords when connected to the HKGSRVAPP04 backup copy as they will be lost when reverting back to Amsterdam.

When the Amsterdam Virtual Host Cluster is back up and running please disable the Network Password Manager Service on HKGSRVAPP04 again and revert back to the previous connection AMSSRVAPP001 in the drop down list in Password Manager.

Xerox AMS


link

ID: 115000360669

Created at: 2017-01-02T14:23:05Z

If you need support from Xerox you can use the following details to contact their support.

 

- Xerox (Nederland) BV

Direct support for contracted printers 020-2035149

De Corridor 5
3621 ZA Breukelen
Postbus 117
3620 AC Breukelen, Netherlands
Statutair gevestigd te Amsterdam,
Handelsregister nr. 33085653
Phone: +31 (0)346 255 255
Fax: +31 (0)346 255 250
Service: +31 (0)20 6563620
E-mail: informatie@xerox.com

International Transportation and Government
Xerox Business Services (Netherlands) B.V.
Koninginnegracht 14G
2514 AA The Hague
The Netherlands
Phone: +31 70 346 2680
www.xerox.com/transportation

Xerox Customer Care
P.J. Oudweg 7
1314 CH Almere
Phone: +31 (0)88 5459000

 

n.verweij@xa.nl (reseller)

Nimble Contact


link

ID: 115000326405

Created at: 2016-12-30T10:54:00Z

Softcat Managed Services - Softcat Cisco Support


link

ID: 115000206569

Created at: 2016-12-23T09:49:30Z

See attached instruction

 

Below users have access to request changes to switches via Softcat.

Ross

Wendy

Bryan

Jon

Ryan Pulsakowski (MFG)

Loopup Account Manager


link

ID: 115000093905

Created at: 2016-12-19T15:21:18Z

Emily Mitchell - emily.mitchell@loopup.com

 

Operational Tasks overview


link

ID: 115000081389

Created at: 2016-12-19T12:00:36Z


This page gives an overview of all the Monthly and Quarterly tasks with a short description. These tasks will be assigned to you by your manager if needed. If you have any questions about this you can ask your manager. 
 
Monthly


M3 – Month End Backup Tapes removed and taken offsite by KPN
Amsterdam month end backup tapes are removed and stored in secure location off site by KPN.
 
M4 – Email CYP & ZRH to arrange Month End backup
As above, Cyprus & Zurich tapes for month end backups are stored offsite. Collected by Securitas.
 
M7 – Perform GFI Windows & Software updates on all PC’s in AMS Hub
This is a rolling task, updates are pushed out to all workstations on a 2-week cycle of test and live workstations around the AMS hub. UK team takes care of JER & LDN. Updates are pushed out using GFI Languard.
 
M8 – Perform GFI Windows & Software updates on all PC’s in ZRH Hub
LUX team takes care of LUX & ZRH hubs,
 
M11 – Check McAfee for Marshal is up to date on all Mail Gateways
Log into the MailMarshal mail gateways and check that the software is updated.
 
M12 – Email archive licensing check, review licenses, scheduled jobs & de-activate old mailboxes
Log into Metalogix Enterprise Archive Manager and check available archive licenses. De-activate mailboxes for leavers. Check that scheduled archive jobs are running.

M13 – Check Mailbox DB sizes for AMS/ZRH hubs
Export from Exchange of mailbox database sizes for all Europe hubs. This is then compared to the export from the previous month. Any significant changes or databases running very low on space to be reported.
 
M14 – SAS – Remote access Check
Export list of users in the ‘Security – Citrix Global Token Users’ group and then sort by office. We then contact managers in AMS Hub & Satellite offices to check that access is still required for list of users for each office.
 
M15 – OWA & Active Sync check (Amsterdam office only)
List of users with Outlook Web Access & Active Sync enabled on their mailboxes is exported from Exchange. We then send the list to the MD in AMS office to confirm if access is still required.
 
M19 – AMS & ZRH hub  - check Citrix server daily restart is working
Log onto each Citrix server in AMS & ZRH hubs and check scheduled daily task to ensure that daily restart is working.
M20 – Review Terminal Server Licensing
Log into the terminal licensing server and check status of available licenses for each server OS version. Report if licenses in use exceeds available licenses.
 
M21 – Check supported Chrome Version in webhost protection in DLP
Download latest supported chrome versions XML file from McAfee and update in DLP.
 
M22 – Check user info up to date in Zendesk
Check the ‘No User Information Set’ view in Zendesk and complete information for any users appearing in the list.
 
 
Quarterly


T1 – Group – Review Viewpoint Privilege Accounts – Annual Check (performed by BSS)
Business Systems reviews accounts with privileged access to viewpoint and adjusts accordingly.
 
T6 – Group – Review of AD Accounts
Export from AD for list of users from each office. This is then sent to manager of each office to check and correct information contained in the export.
 
T7 – Run Cleaning tapes on backup drives – AMS/CYP/ZRH
Self-Explanatory
 
T8 – Group Server Patch Updates (Via Win Update, testing GFI)
Log into servers in AMS & ZRH hubs and perform windows updates. Currently testing pushing out these updates using GFI Languard.
 
T9 – Check autoloaders & Tape drives for new firmware versions
Check HP firmware update tool on the StoreEasy / DC servers for updates for tape drives & autoloaders.
 
T11 – Check Webcam & EM configurations are up to date
Log into webcams & environment monitors in each hub and satellite site and check equipment is working and firmware/software is up to date.
 
T13 – Group – Check for Citrix Xenapp updates
Check for patches for current version of Citrix Xenapp then apply to Citrix servers.
 
T16 – Group - Review of OWA & AS access  (Without AMS)
As with Monthly Task M15, export list of mailboxes from Exchange of accounts with Active-Sync & Outlook Web Access enabled, then send lists to managers of each office to confirm access is still required. Adjust accordingly when managers respond.
 
T17 – Event Manager Config
Check & update event manager (monitors events on domain controllers)
 
T18 – Test restore from Tapes & D2D
Test restoring files from backup tapes and from ArcServe UDP backups for each site.
 
T19 – Update oui.txt for McAfee RSD
Task to update the OUI list for McAfee RSD, log into EPO and run update.
 
T20 – Check Hyperspin alerts
Usually done by Jon Le Page, he checks the alerts from Hyperspin which monitor status of Vistra domains (UP/Down status)
 
T21 – Update Hub Diagrams (AMS Hub & ZRH Hub)
Network Hub Diagrams are stored for each of the hubs, these are updated (in MS Visio) quarterly.
 
T23 – Sharefile – check users still require access
Export list of users from chevault.vistra.com, sort by office then send to managers to check if access for Vistra users & clients is still required.
 
T24 – ArcServe Patch Manager – AMS/JER/ZRH/LUX
Check for updates to ArcServe Tape Backup.
T25 – Create Mapped Drive Policy export and update Zendesk KB article
Export is done from GPO and then uploaded to Zendesk knowledge base.
 
T26 – Update Hyper-V templates
Startup the Hyper-V templates on the virtual hosts and perform Windows Updates, then once completed run Sysprep.
 
T27 – Update Server Rack Documentation
Update server rack documentation for each site with new servers/switches/IP’s etc.
 
T28 – Check Pool Monitor Tool, check archive log files in Email Archive Manager
Log into Metalogix Email Archive Manager and check for errors in archiving mailboxes.
 
T29 – Check users$ folder security in AD (New starters)
Check that the user has been given full control of their J: drive folder. (This is checked against new starters since the last check on the OV Starters & Leavers List.)
 
T30 – Clean old leavers profiles from Citrix Servers
Check OV Starters & Leavers list and remove user profiles from Citrix servers – this has been added to the leavers process and so should no longer be required.
 
T31 – Review all Citrix Farm web interfaces and remove demoted servers from farms
Self-explanatory
 
T32 – Check export of accounts with password set to never expire
Export from AD all accounts with non-expiring passwords, and then check if still required. Usually, only service accounts and test accounts require this setting.
T33 – Confirm IT approvers for each office. (Bi-Annual Check)
Check with MD’s of each office who should be able to authorize IT related requests & purchases from that office.

Group - Script - create workstations from a list


link

ID: 214554745

Created at: 2016-12-12T14:33:00Z

create workstations from a list and assign to correct security group with Power-shell

the best would be to save the the files on the admin servers C:\Scripts

update the list of workstations you want to create in the Create_workstations_bulk.csv list

now you need to adjust the script with the correct OU, description and security groups:

 

now you can run the script

Sedico Migration


link

ID: 214033309

Created at: 2016-12-12T08:35:57Z

The Eemnes/Berlin migration went live on 12-12-2016. On this page you can find details regarding this migration. This should help troubleshoot any problems you encounter when supporting users. 
Berin users will login using Citrix (AMSSRVCTX07) and the Eemnes users will be working locally on their computers.
 
User environment:
 
Eemnes office is connected directly to the DC using a site2site connection.(10.53.0.0/16)

Users profile areas:
\\amssrvfs001\emsusers$ \\amssrvfs001\berusers$

     
Packages:
\\amssrvfs002\SedicoSoftware$

Applications:
ScanSys Image Capture – application running on clients and reception to digitalize and index the workflows and add it in Synergy
Exact Synergy  – Web app to do all business input and interchanging data/documents http://vnlenpapp03/synergy
Exact Globe – Accounting and Billing software interchanging data between Synergy
Ahold VPN – VPN from EMSWRK workstations to access Albert Hein hosted applications
Jeff-Nett Report runner – reporting software to pull data and visualize the production data.
Task center – Application to manage the processes between Synergy and Globe
Energy management – automated ftp xml data collection from energy management parties.
Energie management online – hosted solution to provide services to our clients (https://energiemanageronline.nl/sedico )
Portal4U – Front-end web application to provide services/information to our Clients ( https://portal.vistrasedico.com/nl )
 
Signatures:

Eemnes and Berlin users have a different signature including the Sedico Logo which is linked to: “Security – Office all users” Group
 

Mapped drive Eemnes (AMSSRVFS002 S drive)


G:
\\AMSSRVFS002\GroupsData_NLEN$ Group Data

R:
\\AMSSRVFS002\GroupsData_AR_NLEN$ Group Data Archive

J:
\\AMSSRVFS001\EMSusers$\%username% private data

S:
\\AMSSRVFS002\GroupsData2_NLEN$ GroupData

W:
\\AMSSRVFS002\AppsProg_NLEN$ AppsProg  (Hidden Drive)
     

P:
\\AMSSRVFS002\PST_NLEN$\%username% pesonal PST


Mapped drive Berlin (AMSSRVFS003 F:\Berlin )


G:
\\AMSSRVFS003\GroupsData_DEBER$ Group Data

R:
\\AMSSRVFS003\GroupsData_AR_DEBER$ Group Data Archive

J:
\\AMSSRVFS001\EMSusers$\%username% private data

S:
\\AMSSRVFS003\GroupsData2_DEBER$ GroupData

W:
\\AMSSRVFS003\AppsProg_DEBER$ AppsProg  (Hidden Drive)
     

P:
\\AMSSRVFS003\PST_DEBER$\%username% pesonal PST


Printers:

 \\EMSSRVDC001\EMSPRN002
 \\EMSSRVDC001\EMSPRN006
 \\EMSSRVDC001\EMSPRN008
 \\EMSSRVDC001\EMSPRN010
 \\EMSSRVDC001\EMSPRN011
 \\EMSSRVDC001\EMSPRN014
 \\EMSSRVDC001\EMSPRN009

Backend servers/Network:

We have integrated the below servers in Vistra Network (AMS Hub)
 
VNLENPSQL02 – Databases running for the applications and replication to the Portal4you website (https://portal.vistrasedico.com/nl) - Exact Globe Server

VNLENPAPP03 – Synergy application server
VNLENPAPP04 – Taskcenter/Globe application server
 
VNLSRKPSQL02 (DMZ) – published client info
VNLSRKWEB01 (DMZ) – Published Portal4U instances (https://portal.vistrasedico.com/nl https://portal.vistrasedico.com/hema etc..)
VNLSRKPFTP02  – Energy Data collection
 
 
EMSSRVOVH001 – Physical HyperV host in Eemnes
EMSSRVDC001  – VM domain controller on OVH
EMSSRVFOG01 – VM imaging server on OVH
 
VPN AZURE(attached) – 2x VPN to Microsoft azure NAT to VNLSRKPSQL02  to download the energy management information
VPN AHOLD – 443 SSL VPN from workstation to provide services and input for Albert Hein.

Vistra London - TIM PLUS / Call Reporting Logging


link

ID: 213810949

Created at: 2016-12-05T12:01:25Z

Log into LDNSRVTIM001 (VM)

Browse to http://127.0.0.1

You will be asked to log in Username: itsupport
Password in the password db under Vistra/London/Phone System/TIM Plus Log In


Click "Reports"

From here you will be able to see all the different types of reports you can run or schedule, the 2 scheduled reports I have configured are showing at the bottom (LLS & Vistra London).


Monthly Reports

Email Address (LDNTIM@vistra.com) configured to email monthly reports for Vistra London & LLS in PDF format to Nico Kong (Vistra London), Bryan Turner (Vistra London), Ross Pringle (VGML) & itsupport@vistra.com.

If you find that the report hasn't ran automatically 1 month then you can click on the chosen scheduled report click next, next intill you reach the end and you will be given the choose to "Run now" or "Schedule for later".

Documentation in below URL
http://docs.tri-line.com/display/plus/Home


RP - 05/12/2016

LUX - Cascade Contact


link

ID: 214348385

Created at: 2016-12-05T11:42:42Z

info@cascade.lu

Clickshare How To


link

ID: 214324505

Created at: 2016-12-02T16:32:28Z

Please see attached guide for Clickshare How to. This document can be used in the meeting/boardrooms.

 

Bank Clarity Technical Guide - Jersey


link

ID: 214269805

Created at: 2016-12-01T10:59:25Z

See attached / Bank Clarity Technical Guide

Website not working


link

ID: 214237125

Created at: 2016-11-30T07:22:24Z


If a website is not loading or loading partly there are several things that can be a problem:

** Please note that you always need approval from a name on the IT related approval list before you can whitelist something ** 

You can find the list here: \\work.local\itsupport\Global\IT related approvals.xslx


1. Check browser

 

2. Bluecoat

If the above doesn’t help it’s probably bluecoat that is blocking this. If you want to make sure it’s bluecoat you can bypass it to see what happens. Go to IE and set the following proxy server.

Note: Even though this is an outdated system it still works for troubleshooting purposes. Make sure you use the local dc of the office. For example: in Malta you would use MLTSRVDC001. 


If the website works after that you need to whitelist it to be able to access it. It might happen that the website still doesn’t work after this. This could be because it’s blocked by the firewall. See step 4 on how to continue.

 

3. Whitelist website

When you whitelist something on Bluecoat it's for everybody. You can't whitelist something for 1 user only. 


 4. Firewall exception

Sometimes the firewall blocks something. In case you want to whitelist a website or something else that is being blocked by a firewall a rule needs to be created. This is done by an external company so it takes some time.

If a whole office needs access to something that is being blocked by the firewall you need to have the IP range of that office. If only one person needs access to this website you need to give the computer of that user a static IP (Reserve an IP). See following steps to do this.

(Right click > Open Image in New Tab) for larger image

Word connecting to old Breda server


link

ID: 213637909

Created at: 2016-11-25T15:21:36Z

The OfficeAssist plugin in word sometimes still connects to the old BRESRVFS01 server. This prevents the word document from opening. In order to solve this, you need to add 2 rules to the host file. 

You can find the host file here: "C:\Windows\System32\drivers\etc". 

Add the following rules:

- 10.40.10.210 AMSSRVDC005

- 10.40.10.210 BRESRVFS01

 

Thats it!

Location of mapped drives (Under construction)


link

ID: 213592589

Created at: 2016-11-23T13:37:43Z


Amsterdam
F: \\AMSSRVMILL001\NLMill7$
J: \\AMSSRVFS001\nlusers$\"username"
M: \\AMSSRVMILL001\ftcmill7$
Q: \\AMSSRVMILL002\AppsData2_OFG$
X: \\AMSSRVMILL002\AppsProg2_OFG
G: \\AMSSRVFS001\ExactData$
G: \\AMSSRVFS003\GroupsData_OFG$
G: \\AMSSRVFS003\GroupsData_OFFSNL$
G: \\AMSSRVFS003\GroupsData_NLWMS$
G: \\AMSSRVFS003\GroupsData_NLAM$
R: \\AMSSRVFS003\AppsData_OFG$
R: \\AMSSRVFS003\Appsdata_OFFSNL$
R: \\AMSSRVFS003\AppsData_NLWMS$
R: \\AMSSRVFS003\AppsData_NLAM$
S: \\AMSSRVFS003\GroupsData2_OFG$
S: \\AMSSRVFS003\GroupsData2_OFFSNL$
S: \\AMSSRVFS003\GroupsData2_NLWMS$
S: \\AMSSRVFS003\GroupsData2_NLAM$
T: \\AMSSRVMILL002\appsdata2_offsnl$
U: \\AMSSRVMILL002\appsprog2_offsnl$
W: \\AMSSRVCW001\CWNLAMS$
P: \\AMSSRVFS003\pst_ofg$\%username%
P: \\AMSSRVFS003\pst_offsnl$\%username%
P: \\AMSSRVFS003\pst_nlwms$\%username%
P: \\AMSSRVFS003\pst_nlam$\%username%

Barcelona
E: \\AMSSRVA301\datos
H: \\AMSSRVFS001\AdminBCN$
I: \\AMSSRVFS001\AdminMAD$
J: \\AMSSRVFS001\BCNUsers\"username"
L: \\AMSSRVFS001\BCNClients
P: \\AMSSRVFS001\BCNData$
R: \\AMSSRVFS001\BCNLabor$
S: \\AMSSRVFS001\bradata$
T: \\AMSSRVFS001\UsersTAXData$\%username%
Z: \\BCNSRVDC001\UserTAXData$\%username%

Cyprus

Dubai

J: \\AMSSRVFS001\dxbusers$

G: \\AMSSRVFS001\dxbdata$


Frankfurt
S: \\AMSSRVFS001\GroupsData_DEFRA$
G: \\AMSSRVFS001\GroupsData2_DEFRA$
R: \\AMSSRVFS001\GroupsData_AR_DEFRA$ (Read only Archive)
L: \\AMSSRVMILL002\AppsData2_DEFRA$
M: \\AMSSRVMILL002\AppsProg2_DEFRA$


Jersey
 
 
London
G: \\JERSRVDM01\dfsroots$\SharedLDNSHA
G: \\LDNSRVFS001\GroupData_OFSUK$
G: \\JERSRVDM01\GroupLDNData$
R: \\LDNSRVFS001\GroupsData_AR_OFSUK$
R: \\LDNSRVFS001\newshared$\office accounts
M: \\LDNSRVFS001\ldnhr$
M: \\JERSRVDM01\ldnhr$
M: \\LDNSRVFS001\AppsProg2_OFSUK$
S: \\LDNSRVFS001\GroupsData2_OFSUK$
S: \\LDNSRVFS001\LLSSage$
S: \\JERSRVDM01\LLSSage$
W: \\LDNSRVFS001\AppsProg_OFSUK$
P: \\LDNSRVFS001\PST_OFSUK$\%username%
E:  \\JERSRVDM01\oilldndata$
E: \\LDNSRVFS001\oilldndata$
J: \\JERSRVDM01\oilldnusers$\filmers
Q: \\LUXSRVDM01\SharedOILdata$
Q: \\JERSRVDM01\SharedOILdata$
Q: \\JERSRVDM01\Londonpcs$
Q: \\LDNSRVFS001\Londonpcs$
N: \\JERSRVSQL01\JSStartup$
R: \\HKGSRVFS01\OV\Data\Global\Data\Asia-BD
L: \\LDNSRVFS001\AppsData_OFSUK$

Luxembourg

F: \\LUXSRVDM01\data
G: VL \\LUXSRVDM01\company
G: OF \\LUXSRVFS002\GroupsData$
--H: \\luxsrvdm01\bobluxacct (old)
H: \\LUXSRVFS002\GroupsData$
I: IAS \\LUXSRVDM01\HTData
I: VL \\luxsrvdm01\keypaye$
J: \\LUXSRVDM01\Luxusers$\%username%

K: \\LUXSRVAPP001\e-file 
L: \\LUXSRVMILL001\AppsData$

M: \\LUXSRVMILL001\AppsProg2$
N: \\LUXSRVFS002\LUX_Finance_HR$
O: \\LUXSRVFS002\LUX_SGP_Funds$  (DFS share with SGP Funds team)
P: group \\LUXSRVDM01\Group Accounts
P: OF \\luxsrvfs002\ofpst$\%username%

R: OF \\LUXSRVFS002\AppsData$
R: VL \\LUXSRVAPP001\SFirmData$
Q: \\LUXSRVAPP001\Quickbooks$

S: OF \\LUXSRVFS002\GroupsData2$
S: VL \\LUXSRVAPP001\sofie$

T: \\luxsrvdm01\data\HT Data\Clients
U: \\LUXSRVWEB01\FTPLUXINGReports$ //needs to be verified PAPP04
V: \\luxsrvfs002\bloomberg$
W: OF \\LUXSRVFS002\AppsProg$
W: VFS \\LUXSRVADV001\BloombergLIVE$
X: VFS \\LUXSRVSQL002\BloombergTEST$
X: VL \\LUXSRVAPP002\LUXTESTMILL7$
Y: \\luxsrvdm01\tnt (old)
Y: \\LUXSRVDM01\LuxFinance$

Z: \\LUXSRVAPP001\LUXMILL7$
 
Malta

Rotterdam
G: \\AMSSRVFS003\GroupsData_NLRTM$
R: \\AMSSRVFS003\AppsData_NLRTM$
S: \\AMSSRVFS003\GroupsData2_NLRTM$
W: \\AMSSRVCW001\CWNLRTM$
P: \\AMSSRVFS003\pst_nlrtm$\%username%
T: \\AMSSRVFS003\AppsData2_NLRTM$
U: \\AMSSRVFS003\AppsProg2_NLRTM$
 
 
 
Zurich
Z: \\ZRHSRVSQL01\ZRHDataNew$
 
 
 

Laptop Encryption Deployment


link

ID: 214107205

Created at: 2016-11-22T12:01:13Z

When deploying to a laptop please following the below instructions step by step!

1. Set the BIOS admin password to: "LetMeIn"

2. Log into the PC and make sure the following account is set up and part of the Administrator group.

Username Password
Europe-IT tsurt
User LetMeIn


3. Copy the the folder ‘Offline Encryption - Autoboot’ from \\amssrvfs001\sources$ to a USB stick.

4. Place the USB drive into the laptop and copy the folder to the root of C:\

5. Go into the folder and open the “UserList.txt” and confirm it contains the following:

User:password
Europe-IT:password

If not, change it to match the above. DO NOT change the password part of the text.

6. Now open and command prompt and UNC to C:\Offline Encryption – AutoBoot

There should be a txt file called “Offline Activation” this will have a command within it, copy this into the CMD and run it.

7. If you now look under C:\Offline Encryption – AutoBoot, 2 extra files would have appeared,
   - ESOfflineActivateCMD
   - OfflineActivation

8. To install the software follow the below and make sure that you install in the specified order for the encryption will not work!

- Browse to C:\Offline Encryption – AutoBoot

- Run “FramePkg” – This installs the Mcafee Agent

- Open the VSE880LMLRP6 folder and run ”SetupVSE.exe” – This installs the Anti-Virus

- Open MfeEEAgent folder and run “MfeEEAgent64” – This installs the Drive Encryption Agent (If it’s a 32 bit machine which is unlikely, run MfeEEAgent32)

- Open the MfEEEPC folder and Run “MfeEEPc64” – This installs the Drive Encryption Driver

After this is completed in order the Laptop will need a restart


9. Browse to C:\Offline Encryption – AutoBoot and run “Offline Activation

- A CMD box will appear and you will see it start to activate,

- To confirm the process has started right-click the McAfee agent and go to “Show Drive Encryption

10. Upon restart, the laptop should go to the endpoint encryption login page. You will need to create security questions and passwords for both windows accounts.

**If the laptop gets stuck and will not boot, go into the BIOS, open System Configuration>SATA Operation, and ensure that ‘AHCI’ is selected. The laptop should then boot normally.**

11. Login first with the ‘Europe-IT’ account, the initial password will be set to 12345. Change this to match the windows account password.

12. You will then be asked to set 3 security questions, set the answers as follows:

What is your Favourite colour: Red
What is your Favourite song: dont worry be happy (this should be exactly like this, no punctuation)
What is your Favourite food: Steak

Then login to windows

Restart the laptop again, change to the ‘User’ account and log in with 12345, change the password to LetMeIn, and then if possible ask the user to set their own security questions. If they are not available, set them to different answers and provide the details to the user when the laptop is handed over.

13. Then login to windows.

14. Copy the laptop encryption key ‘EERecovery’ from C:\  to the USB stick, then copy from USB to the following location on AMSSRVEPO001:
\\amssrvepo001\c$\Sources\Laptop Encryption Keys

The laptop is ready to be given to the user.

 

Hong Kong Vendor Contact - ALL


link

ID: 213554989

Created at: 2016-11-22T05:24:39Z

Vendor Services Service Code / Account Code Contact Direct Line Mobile Email
Smartone Mobile 07170616 / OFFSHORE INCORPORATIONS HK LIMITED Annie Yeung Client Services Executive 2963 7564 9727 4672 annie_yeung@smartone.com
Smartone Mobile 07170616 / OFFSHORE INCORPORATIONS HK LIMITED Jerry Tam Senior Enterprise Solution Specialist 3128 2583 9843 6450 Jerry_Tam@smartone.com
PCCW General Sales Requset / Enquiry / Case Report Betty Cheung Account Manager   9090 7699 Betty.KW.Cheung@pccw.com
PCCW General Sales Requset / Enquiry / Case Report Steffi Hung Account Manager 2883 6181 6622 5793 steffi.jy.hung@pccw.com
PCCW Technical Support / Technical Case Report Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW MPLS 6M 568171A / BSN: 16700027 Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW MPLS 6M 568261A Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW Secure DIA Premium Always-on 100M Sym Svc 1100368885 (FSA No.: 15445486) (BSN No.: 20375977) Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW Premium Multi Access 100M Svc 1108448152 (FSA No.: 16011518) Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW 10GB Fibernet 790978A Quinny Tai    2888 7180    
PCCW PABX Prime No.: 2848 4500 Michael   2760 2207    
PCCW PABX Prime No.: 2848 4500 Hotline   2573 8109    
PCCW Switch   Hotline   2573 8109    
PCCW DataCentre   NOC   2883 2299   pccwnfmlkt@pccw.com
PCCW DataCentre   NOC   2883 2933   pccwnfmlkt@pccw.com
Fuji Xerox Follow You Print System   Jerry Chan Consulting Executive, Client Consulting Business 2513 2003 6112 7319 jerry.chan@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Ken Yeung ITS and Solutions Support   6112 7372 Ken.Yeung@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Jacky Lai ITS and Solutions Support     Jacky.Lai@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Manson ITS and Solutions Support   6112 7576  
Fuji Xerox Follow You Print System   Hotline   2513 2513    
  Door Access   Stanley   6110 6786    

 

Hong Kong IT Contact - ALL


link

ID: 214099805

Created at: 2016-11-22T05:19:54Z

Vendor Services Service Code / Account Code Contact Direct Line Mobile Email
Smartone Mobile 07170616 / OFFSHORE INCORPORATIONS HK LIMITED Annie Yeung Client Services Executive 2963 7564 9727 4672 annie_yeung@smartone.com
Smartone Mobile 07170616 / OFFSHORE INCORPORATIONS HK LIMITED Jerry Tam Senior Enterprise Solution Specialist 3128 2583 9843 6450 Jerry_Tam@smartone.com
PCCW General Sales Requset / Enquiry / Case Report Betty Cheung Account Manager   9090 7699 Betty.KW.Cheung@pccw.com
PCCW General Sales Requset / Enquiry / Case Report Steffi Hung Account Manager 2883 6181 6622 5793 steffi.jy.hung@pccw.com
PCCW Technical Support / Technical Case Report Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW MPLS 6M 568171A / BSN: 16700027 Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW MPLS 6M 568261A Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW Secure DIA Premium Always-on 100M Sym Svc 1100368885 (FSA No.: 15445486) (BSN No.: 20375977) Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW Premium Multi Access 100M Svc 1108448152 (FSA No.: 16011518) Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW 10GB Fibernet 790978A Quinny Tai    2888 7180    
PCCW PABX Prime No.: 2848 4500 Michael   2760 2207    
PCCW PABX Prime No.: 2848 4500 Hotline   2573 8109    
PCCW Switch   Hotline   2573 8109    
PCCW DataCentre   NOC   2883 2299   pccwnfmlkt@pccw.com
PCCW DataCentre   NOC   2883 2933   pccwnfmlkt@pccw.com
Fuji Xerox Follow You Print System   Jerry Chan Consulting Executive, Client Consulting Business 2513 2003 6112 7319 jerry.chan@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Ken Yeung ITS and Solutions Support   6112 7372 Ken.Yeung@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Jacky Lai ITS and Solutions Support     Jacky.Lai@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Manson ITS and Solutions Support   6112 7576  
Fuji Xerox Follow You Print System   Hotline   2513 2513    
  Door Access   Stanley   6110 6786    

 

How to setup Vistra mail on Android Device


link

ID: 213536709

Created at: 2016-11-21T14:42:16Z

1. To begin, look for the Play Store icon tap on it

Once in Play Store, look and Install the Microsoft Outlook app

Outlook - Play Store

 

 

2. Then, go to Microsoft Outlook and tap on Get Started

 

3. Then write down the email address and tap on continue.

 

4. At this point you have to be quick, after tapping on continue the app is going to show you one box who says “SETUP ACCOUNT MANUALLY

 

Tap on this box as soon as it appear

                           

 

5.Then you are able to choose for the Exchange mail settings

Select Exchange

 

 

6. Fill in the following details shown in bold

Server address: (Please pick from your location below)

jerwebmail.vistra.com – (Ireland/Jersey/London)

hkgwebmail.vistra.com (China/Hong Kong/Singapore)

luxwebmail1.vistra.com (Luxembourg)

nlwebmail.vistra.com – (Belgium/Cayman/Curacao/Dubai/Frankfurt/Malta/Mauritius/Netherlands/New York/SF/Spain)

cypwebmail1.vistra.com – (Cyprus)

chewebmail.vistra.com – (Geneva/Zurich/Zug)

Domain: work.local

Username: (Your log in name) eg youngj (The same for the Windows Account)

Password: (Your log in password)

Description: Vistra Mail

 

 

 

7. Tap this button to save the change once is all the information filled up.

 

 

Congratulations, is Done!! You have successfully setup your Exchange email account on your Android device.

How to setup Vistra mail on iPhone


link

ID: 214077885

Created at: 2016-11-21T13:10:51Z

1. To begin, on the Home Screen tap on Settings

 

 

2. Then: Mail, Contacts, Calendars

 

 

3. Then: Add Account

 

4. Select Exchange

 

 

5. Fill in your Vistra email address

 

 

 

6. Fill in the following details shown in bold and press Done.

Description: Vistra Mail

Username: (Your log in name) eg youngj@work.local

Email Address: (Work email address) eg james.young@Vistra.com

Password: (Your log in password)

Server address: (Please pick from your location below)

(For more info)

 

7. Select the services that you wish to sync with the Exchange Server. Tap Save.

 

 

Congratulations!! You have successfully setup your Exchange email account on your iOS device.

 

Update Clickshare-Baseunit manually


link

ID: 214042265

Created at: 2016-11-21T08:07:59Z

This guide shows how to update the Clickshare Base Unit manually (without network)

 

  1. Format a USB stick (FAT32) to be used for the firmware update
  2. Use this link to download the CSE-200 firmware update
  3. Copy the .enc file onto the USB stick and rename it to clickshare_firmware.enc
  4. Plug the USB stick into the front USB port of the Clickshare Base unit
  5. The installation will be started automatically and progress can be followed on the screen
  6. After the successful installation, plug the Clickshare dongle in the Base Unit
  7. The dongle will update and pair automatically

Offices - Malta - Second floor


link

ID: 214021745

Created at: 2016-11-18T15:34:25Z

Please see attached PDF document for the complete documentation of the new second floor. See below contact details if any local help is needed.

 

Contact details:

 

Phones

Company name: GO

Address: Fra Diegu Street, Marsa, MRS 1501.MALTA

Name: Etienne Mercieca

Number: +356 2591 2025 

 

Etienne can be contacted for all phone related questions. For example if there is an new user, he need to set-up this on the phone server.

 

Network

Company name: Intercomp

Address: H.S. Restall Building, Aldo Moro Road, Marsa. MRS 9065, Malta

Name: Stefan Saliba

Number: (+356) 22916 153

 

Stefan can be contacted for all network related questions. For example he can manage the switches.

 

Reset Cisco CP-7841 phone


link

ID: 213463089

Created at: 2016-11-18T08:06:10Z

Phone reset can be performed by this steps:

1. Unplug network cable, disconnect telephone

2. Hold the # button, plugin network cable to boot phone (15 seconds)

3. Press the following keys on phone 1,2,3,4,5,6,7,8,9,*,0,#

4. This will reset the phone

 

See this video for reference: https://youtu.be/auce4I4Lpao?t=63

 

 

Leavers Procedure Europe


link

ID: 213452649

Created at: 2016-11-17T15:33:03Z

 

 1 - Move user account to ”Leavers“ OU in “Active Directory Users & Computers”

2 - Open the user account and click on the “Account” tab. At the bottom set the date to expire 2 days from today. This is to give you a chance to archive the mailbox. (the account needs to be enabled for that).

- Reset the password to something random on AD

 

3. Go to the "Member of" tab and remove user from all security groups except Domain Users

4. Update the Description of the AD Account to the Leave Date:

 

5 -  Add the user to the email archive groups for leavers:

Security - Mimecast - On-Premise Leaver Email Routing

Security - [Office] - NL Email Archive Leavers (e.g.: Security - Amsterdam - NL Email Archive Leavers)

 

6 -  Suspend Zendesk account

 

7 - Remove user from Sharefile

 

8 - Log into the Citrix server that the user's TS Profile is stored on, delete the user profile. (Control Panel>System>Advanced>User profiles>Settings)

 

9 -  Set Out of Office on mailbox

 

To change the internal and external OoO message:

Open up the Out of Office tool on the relevant admin server. 

Set the Out of Office message as specified on the leavers form for both external and internal mail.

 

-       Test Out of Office message from Both internal and External address to ensure that it is working correctly

 

-       Disable Read Receipts for the mailbox using Exchange Management Shell :

Set-MailboxMessageConfiguration –identity “username” -ReadReceiptResponse NeverSend

 

-       Remove any Delegated / Full Mailbox Access that other Staff members may have to the mailbox

Open the Exchange management console, right click on the user's mailbox and check send as permissions,

Send as should look like this:

 Do the same thing for full access permissions, it should look like this:

 

-       Should a Forward be requested (For highly exceptional circumstances) on the Leaver form then this should be set by a Mail Flow Delivery Option. Note that the email should also be delivered to the mailbox to trigger the Out of Office response:

 

 

10 -  Open ”Exchange Management Console”, search for the user, open the user & make a note of the size of the mailbox. See below..

11 -  Hide the user’s email address from Exchange address lists.

 

  

 

 

 

 

13 -  Log into the relevant admin server for where the user is located & open “Archive Manager Exchange Edition”.

14 - Click “View” & click “Archive”

15 - Search for the leavers name in the “Look for:” field.

 

 

16 - Right click on the leavers name under the “Search results” area and click “Archive Mailbox” (Example below)

17 -  Please make sure that you select the correct retention category

 (example Amsterdam = AMSStore01)

 

18 -  Once the mailbox is archived, you should then de-activate it, go to Tools>Address Book Manager:

Then select the ‘Mailboxes’ option, locate the mailbox, right-click and ‘de-activate’:

19 -  Once the mailbox is archived you can then go back to ”Exchange Management Console” and make a note of the size of the mailbox now. This should be a lot less than noted before now the mailbox has been archived.

 

20 - Go back to the admin server & browse to \\work.local\wordtemplates, Click on the location of the user intill you get to “Microsoft Access Database” the database you need to open will always be called “Vistra”.

 

21. Once the database has opened in Microsoft Access click on Employees.

22. Right click on the row your leaver is in & click “Delete Record”.

 

23. Browse to \\work.local\itsupport\Global\ in there you will find a spreadsheet called “OV Starters and Leavers” Complete the leavers section with the leavers name & the date they have left the company.

 

24. If stated on the leavers form that they had access to Advent please email Ryan Taylor in Jersey so he can remove the user account from that system, for LUX email Ambrus. If stated that they have sales force, client portal or sales force access then please contact Nicola Connolly.

 

25 - IF THE USER IS NOT BASED IN AMS - Assign the Zendesk Ticket to BSS - Once you have completed all of the steps above then use the 'Assign to BSS' check box in Zendesk, this will move the ticket out of the IT queue and into BSS, so make sure you've done everything else first.

*This step is not required for AMS users because HR will email them directly.

 

26 -  You can now Disable the account in AD

 

27 - If the user is on the Vistra.com website, email marketing@vistra.com to remove them.

 

28 - Remove the user from the phone system for the office they work in (if applicable)

 

29 - Confirm with office manager/reception that user's door access card is disabled.

 

30 - Remove user's token details from Print Server

 

31 -  Delete Loop-Up Account (https://my.loopup.com/)

32 - Amsterdam users only, Remove user from the UC portal/ phone system

33 - Amsterdam users only, notify Eveline via e-mail

34 -  Store the completed leavers form in the relevant leavers folder and return copy to HR attached to the ZenDesk ticket. 

 

35 -  Last Step

Create an appointment in your calendar Three months from the user’s leaving date to do the following:

You can now go back to ”Exchange Management Console” & remove the mailbox by right clicking and choosing “Remove” (This will automatically remove the user account from “Active Directory Users & Computers”.) BE SURE THAT THE MAILBOX IS ARCHIVED TO THE CORRECT SERVER BEFORE YOU DO THIS

 

 

 

 

London Office - Dirty Internet WiFi Setup


link

ID: 213994885

Created at: 2016-11-17T14:47:59Z

Port 0 on DI Firewall } Port 2 ADVA ADSL Router
Internet Connection

Port 1 on DI Firewall } Port 1 DI switch
5 Meraki's then plugged into that switch

Port 2 on DI Firewall } Port 1 LLS
3 computers & 1 printer plugged in and specific confirm on that LLS Cisco Switch



Starters Procedure Europe


link

ID: 213439809

Created at: 2016-11-17T10:46:01Z


1. Check if username is available
Check the username in the excel sheet or login to Achrive Manager and verify if the normal username is already taken.


- Username = first.lastname

- Dont use the Insertions of the name of the user
- Tools – address book manager - mailboxes
- If a username is available you can use it


 
2. Create user account
- Log in to the AMS/LUX/JER or ZRH Admin server
- Open exchange
- Rightclick mailbox and New Mailbox...


- Click on Next
- Choose User Mailbox and click next
- Check the box “specify the OU…” and click on Browse

 


- Choose the correct OU and fill in the rest of the form.

PASSWORD SHOULD BE SET TO A RANDOM series of characters/numbers and NOT Vistra123

 


- Click on next
- Tick to specify the mailbox and click on browse

 


- The user should be added to the correct mailbox database
- The location and the database A-Z should be choosing from the userid
- Baumgas is in Zurich and b is in the mailbox DB of A-F

 


- Click on next
- Don’t create an archive and click next
- Short summary of the mailbox and click on New

 


3. Check mailbox settings
Double click/open the new mailbox and verify if the settings are correct

 


- Go to email addresses tab

 


- Go to mailbox features
- Disable, OWA, AS, POP3 and IMAP
- Click on Ok

 


 
4. Security groups
Make sure the user in the right OU. In case your forgot to do this when creating the mailbox. 

 


- Go to the general tab and fill out the missing information

 


- Connect his profile and home folder path, this change from office to office as well. Compare with a different user account. 

 


- Add the user to all requested groups:

 

 

IMPORTANT NOTE: See this article for Frankfurt users: https://itsupport.vistra.com/hc/en-gb/articles/115004827565-FRA-Datev 

 

5. Welcome emails
Send welcome IT email. You can find the email here: 
- \\work.local\itsupport\IT Support - Europe\Welcome to Vistra IT\Office 2010 Exchange 2010

- If the user works in one of the following offices (AMS/LUX/JER/CAY/LDN) please include the Worksite manual. The manual is in the same folder as the welcome IT email.


6. Add user to Zendesk
- Create the user in Zendesk and fill out all fields.


7. Add user to database
- You can find the file here: \\work.local\wordtemplates\
- You need to do this on one of the admin servers.

8. Licencing 

- Open the following file: \\work.local\itsupport\Global\OV Starters and Leavers.xlsx

- Update it with the name and username of that person


9. Set up profile
- Login to a workstation with the user’s account
- Set the Word font to Arial 10
- Do the same with Excel
- Do the same with Outlook. Add the signatures too.
- Setup Worksite

- Check printer(s)


10. Check email
- Send and email from the external email address: external.test.vistra@gmail.com (You can find the password in the password manager). Reply and see if that works. 
- Do the same with internal email.


11. Email Business systems if required to set up Viewpoint
- For the offices: DXB, JER, LDN, MLT, GVA, ZRH and Zug
 
12. Change intranet settings
- Go to: https://intranet/Interact/Pages/Admin/People/Staff/Default.aspx?section=106
- Search for the user
- Change default homepage
- Starting date
- Choose manager


 

 
 
 
 
 
 
 

Offices - London Caseware standalon


link

ID: 213861025

Created at: 2016-11-14T17:27:00Z

to install caseware Working papers 2014 - standalone version follow the below instructions.

 

1. install \\ldnsrvfs001\sources$\OF\OFSUK Software\Source\1_CWP\setup.exe

2. run \\ldnsrvfs001\sources$\OF\OFSUK Software\InstallUK11092015.cmd

3631310533633075383

 

3. make sure C:\Program Files (x86)\CaseWare\cwin32.exe s there

4. install all the patches \\ldnsrvfs001\sources$\OF\LATEST

5. place a shortcut C:\Program Files (x86)\CaseWare\cwin32.exe

 

Note: if your username has a character in it, the software will not start. A notification will indicate an older version which is not true

Cisco - Bulk Changes to Extensions


link

ID: 213801765

Created at: 2016-11-10T16:35:57Z

Here's an explanation of how I did the bulk change for the forwarding to reception for London. The first thing is that we needed to identify the reception pilot number. The reception software uses CTI ports to control the incoming calls. In your case, the pilot number is 5444, which you can see under "Device->CTI Route Point" and then clicking find. It's the one with a really long seemingly random name

 

To make the change we're going to use the Bulk Admin Tool, so go to "Bulk Administration->Phones->Add/Update Lines->Update Lines"

 

Enter some criteria that identifies the extensions you want to change, click find and then click next

 

You're now presented with a page that looks the same as when you normally configure a line. What you need to do here is tick the box next to the value you want to change, and then set the value that you want to amend. In your case we wanted to change all the extensions to have a CFNA to the reception number, and then change the timer to 16 seconds, or 4 rings.

 

Then, once you've set everything you want to, scroll to the bottom, click "Run Immediately" or schedule as appropriate, then click submit

 

Once you've clicked submit, you can monitor your job by going to the job scheduler under "Bulk Administration" at the bottom. You can sort the jobs by submission time.

 

If you click on the job you submitted you can monitor it's status and completion from there. Here's one of the bulk jobs I did to update the forwards

 

You can review the logs and the present job status in there.

Bulk admin is a great tool, one of the essentials when you're managing a UCM. Worth having a look around it and familiarising yourself!

 

Group - mount path which is too long


link

ID: 213654005

Created at: 2016-11-10T12:09:13Z

Please find below how to mount a drive if you want to copy/move files where the path is to long

 

normal path mounting:

subst V: "W:\IT Support - Europe\IT Operational Tasks Luxembourg"

for delete the mount:

subst V: /d

 

VSS restoring mounting:

subst X: "\\localhost\D$\@GMT-2015.01.22-06.00.16\Data\LUX\Data\WPWIN\VISTRA FUND SERVICES\VFS Contracted Clients\Nobilis Investment Funds SA SICAV (NOBILIS) - Original"

for delete the mount:

subst X: /d

GVA - Dell


link

ID: 213625645

Created at: 2016-11-09T08:08:13Z

if needed, when to compare prices with Abissa

 

new account executive 

fabrice_Gallois@dell.com

 

 

Isaac Naranjo

Account Manager

Dell EMC | Mid-Market, Switzerland

office: +41(0)22.799.01.65   fax: +41(0)22.799.01.67

Isaac_naranjo@Dell.com

Dell SA, Route de l'Aéroport 29, Case postale 216, 1215 Genève 15, Switzerland

You can finance your client’s needs with our great financing offers available here: financial solutions  & special offers

Customer Care CH : 0848 802 202 | Pro Support: 0848 811 411 | Order Status |

Cisco Unified Attendant Console User Guide / London


link

ID: 213106949

Created at: 2016-11-08T15:28:09Z

Cisco Unified Attendant Console User Guide

Receptionists in London use this software (Alice & Marina)

See attached email with log in details (We have 2 licences for this).



Softcat support - London


link

ID: 212795229

Created at: 2016-10-27T09:14:22Z

This is the Softcat support for the UK switches. (replacement to SMARTNET\ Their own version)

Quorum Cyprus - Microgen


link

ID: 213387945

Created at: 2016-10-27T08:41:54Z

Microgen - Cyprus

166 Ag. Fylaxeos str., 3rd Floor, CY-3083 Lemesos, Cyprus

P.O.Box 51897, CY-3509 Lemesos, Cyprus

Tel: +357 25 820789

nicholas.neophytou@microgen.com

quorumcentral.com

London Overview - Q3 2016


link

ID: 213240745

Created at: 2016-10-24T10:24:54Z

 

Over the past month or so I have been travelling often to our London offices. In those trips I/we have completed the below…

Just a quick note to mention that LLS are a 3 people team, there PC’s are connected via their own switch (Shown below), which connects out to a dirty internet connection. There are 2 phones which are connected to our Phone systems. 1 normal DDI & 1 phone which is there main LLS number where they can forward this number to whoever they like via the forward button I have configured for them on that phone. Those phones are the only part of their setup that are on our network. They use Office 365 as there mail client & have their own local printer which all of the machines are connect to.

To support them of course you will need to ask them to go to nlremotesupport.vistra.com & connect to their machines that way.

 

Below are a couple of photos I managed to take..

\\work.local\itsupport\IT Support - Europe\Offices\London\London Photos

 

 

RP - 14/09/2016

Vistra London - Cisco Phone System / General Documentation


link

ID: 212648969

Created at: 2016-10-24T10:18:52Z

See attached "Vistra UC General Documentation"

Updated: 20/11/2019.

Microgen - Millogic


link

ID: 213046605

Created at: 2016-10-17T06:06:39Z

http://www.microgen.com/about-microgen/global-offices/

 

Microgen plc
Old Change House
128 Queen Victoria Street
London EC4V 4BJ

+44 20 7496 8100

Update Loon software


link

ID: 212972365

Created at: 2016-10-13T16:44:32Z

The Rotterdam office uses some software to create payslips every month. This is an time-being tool. It will be replaced by NMBRS. This software needs to be updated by every month or so. Marjolijn is the one that uses it and will inform us once the update is available.

 

1. Login AMSSRVCTX06

2. From there, open an new link to download the new update: https://mijn.loon.nl/

3. Click on download, as shown below: 

4. Click on the latest update (Download Loon 2016) and check the date

Login details are stored in Password Manager

5. Use the proxy to download the file, save it to C:\Program Files (x86)\RoosRoos Loon\Updates

6. Make sure nobody is using Loon and run the update.exe file

7. After the update start the program (Loon 2016) from Marjolijn her session and update the client files

Group - Bomgar - PAM Adding nodes


link

ID: 212784325

Created at: 2016-10-10T12:45:03Z

To allow users access to Hosts within Bomgar PAM, the hosts needs to be added and made part to the right group. the below steps explains how to add a host in Bomgar PAM.

 

1. Download the Bomgar PAM from either sources or by login and downloading the setup.
https://nlpam.vistra.com/login/my_account

2. Login to the console. and hit the Create button.
note: Only make connections based on RDP or SSH(shell Jumps) sessions.

3. Follow the below numbers to add the host.
note:Make sure you select the right Jump Group to give the right party access to the right hosts.

 

When a third party tries to access a host, an Email will be sent to our IT staff (Based on the selected Jump policy)  requesting to approve the session. the Third party staff will only be allowed to access the host once the session is approved.

 

 

 

 

Group - Bomgar - PAM creating a user


link

ID: 212781945

Created at: 2016-10-10T11:34:43Z

Bomgar PAM is the privided access management which Vistra uses to provide access to third party users who are actively building and or supporting applications on vistra network. All access is granted through approval and using both user credentials and domain credentials.

 

Add Third party users.

Third party users login to our PAM appliance through https://nlpam.vistra.com/login . To allow a local user will be created using the administration account by following the below step. This will only allow the person to login to PAM. To be able to reach our hosts another account needs to be created. Depending on type of host this can be either SSH acocunt or Domain account with access to to the host. follow the below steps to create a Bomgar PAM local user.

 

1. login to PAM using your domain administrator account.https://nlpam.vistra.com/login

2. Go to the following menu using the orange menu bar on top of the page.

3. Create a LOCALUSER

 

4. Fill in username(ad naming convention), display name and email address and a difficult password with minimal of 8 characters combining numbers letters and symbols.

5. Scroll down and Change the session Permissions to Third PArty Support

6. Scroll down and hit Add User

7. Now we need to add the user to the right group policy allowing them to only see certain hosts. Go to the following menu using the orange menu bar on top of the page.

8. select the Corresponding Third Party Policy which the new user belongs to by hitting the Edit link on. Iright side of the view:

9. Within the policy Hit add. select local group and search for the user created earlier. selecting user will add them to the policy. Scroll down and save changes once you are ready.

The user will now be able to login using the provided credentials and see the right hosts depending on the Group policy assigned to them. Don't forget to create a second user inside the actual host or domain otherwise the user wont be able to connect.

Lux - Orange GSM support


link

ID: 212008649

Created at: 2016-10-03T14:17:11Z

Customer Care Corporate Representative

 
Orange Communications Luxembourg s.a.
8 rue des Mérovingiens
zai Bourmicht
L-8070 Bertrange
 
Tel : +352 27 888 288

 

Commercial : Cedric Vuillemin <Cedric.Vuillemin@orangeluxembourg.lu>

M: +352 661 888 168

 

Disable Remote Registry auto stop


link

ID: 212237145

Created at: 2016-09-16T08:59:51Z

To stop the Remote Registry service from being stopped automatically change the following reg key:

 

 

HKEY_LOCAL_MACHINE \ SOFTWARE \ Microsoft \ Windows NT \ CurrentVersion \ RemoteRegistry

 

DWORD: DisableIdleStop

Change the value to ‘1’

 

 

 

Telephone number Xerox


link

ID: 212221225

Created at: 2016-09-15T12:05:01Z

Technical support/mechanics Xerox 

0900 777 77 38

Supplier: XA
Contact: Martijn Jansen
Telephone number: +31 (0)33 45 45 050
Fax: +31 (0)33 46 21 306
Mobile: +31 (0)6 22 989 451
E-mail: m.jansen@xa.nl
Address: Spacelab 1, 3824 MR Amersfoort
Website: www.xa.nl

 

Printers Location IP Model Serialnumber
AMSPRN71 7th Floor Entrance Left   10.40.30.71 Xerox Workcentre 7845 3923459331
AMSPRN72 7th Floor Entrance Right   10.40.30.72 Xerox Workcentre 7845 3923460860
AMSPRN73 7th Floor Pantry Left   10.40.30.73 Xerox Workcentre 7845 3923484344
AMSPRN74 7th Floor Pantry Right   10.40.30.74 Xerox Workcentre 7845 3923484514
AMSPRN75 7th Floor HR Left   10.40.30.75 Xerox Workcentre 7845 3923506119
AMSPRN76 7th Floor HR Right   10.40.30.76 Xerox Workcentre 7845 3923506160
AMSPRN77 7th Floor Compliance dep.  10.40.30.77 Xerox Workcentre 7845 3923511244
AMSPRN81 8th Floor Entrance Left   10.40.30.81 Xerox Workcentre 7845 3923460747
AMSPRN82 8th Floor Entrance Right   10.40.30.82 Xerox Workcentre 7845 3923506224
AMSPRN83 8th Floor Pantry Left   10.40.30.83 Xerox Workcentre 7845 3923506372
AMSPRN84 8th Floor Pantry Right   10.40.30.84 Xerox Workcentre 7845 3923506399
AMSPRN85 8th Floor IT Right   10.40.30.85 Xerox Workcentre 7845 3923506429
AMSPRN86 8th Floor IT Left   10.40.30.86 Xerox Workcentre 7845 3923506542
AMSPRN87 8th Floor Support   10.40.30.87 Xerox Workcentre 7845 3923511155

Group - Arcserve contact details


link

ID: 211546009

Created at: 2016-09-13T07:09:42Z

Europe

Netherlands

Papendorpseweg 100
3528 BJ Utrecht
Netherlands

The Netherlands Tech Support – 8×5 & 24×7 :0800 265 8746 oronline
The Netherlands Licensing, Sales & all other Enquiries : 0800 023 4027

Utrecht Tel: 0031 307 440 019

 

 

Luxembourg

Tel: 080026773
Luxembourg Tel: 0035 220 204 296

 

Poland

Tel: 008001213561​
Warsaw Tel: 0048 221 168 688

 

Asia

China

Floor 5, SK Tower
No. 6 Jianguomenwai Avenue
Chaoyang District, Beijing 100022

Singapore

137 Market Street
Level 6
Singapore 048943

Phone: +65 6809 3737
Email: PresalesAP@arcserve.com

 

Customer Care

+1 844 765 7043
International customers: Find a local Arcserve Support office

 

Contact - Qng Contact details


link

ID: 211493809

Created at: 2016-09-09T11:42:51Z

Orangefield IT support company

QNH Managed Services b.v.
020-460 9609

 

Amsterdam - SIP Phone and user provisioning


link

ID: 212100165

Created at: 2016-09-09T09:58:23Z

Hong Kong Cisco phone system admin guide


link

ID: 211806705

Created at: 2016-08-26T08:12:04Z

Hong Kong Cisco phone system admin guide

Group - Cisco Telephony - list/find users


link

ID: 210486865

Created at: 2016-08-11T12:24:33Z

Dear All,

 

Please find attached quick quide how to search/list users in the new Cisco Telephony.

 

 

Thanks,

Group - Cisco Telephony list/find users


link

ID: 210486385

Created at: 2016-08-11T12:22:31Z

Hi,

 

Please find attached quick quide how to find/list all users for the new Cisco Telephony.

 

 

Thanks,

Singapore - Singtel (All Services)


link

ID: 209579649

Created at: 2016-08-04T05:15:26Z

 

 

Serene Tan Yi Ning

Account Manager

Managed Accounts - Enterprise Sales

T +65 6838 3991 M +65 9644 1799

31 Exeter Road, #20-00, Comcentre, Singapore 239732

 

PLS Singtel Services:

SingNet eLite Access SingNet ELITE200069647SNG  
MetroEthernet Service MetroEthernet Service M0643273 PLS
ISDN30 ISDN30 68549060 PLS
SingTel Telephone Line  DEL Line (FAX) 6438 1330

 

ORP Singtel Services:

MetroEthernet Service MetroEthernet Service M0653082
ISDN10 ISDN10 68548000
SingNet Ethernet SingNet ETHCE00130841SNG
SingTel Telephone Line DEL Line 6438 6848
ISDN10 (OF) ISDN10 65933700

Singapore DataCentre:

Colocation Full Rack | EXPAN Co-Location EXPAN Co-Location EXPANSG00000173
SingNet OnNet Bandwidth Flat Rate Plan SingNet SNON000358

 

*** SingNet 24 hrs x 7 Technical Support ***

Telephone :    1800-4722580 (local) or +65-64722580 (from overseas)

Email :        techsupport@singnet.com.sg

Fax :          67883462 (local) or +65-67883426 (from overseas)

***Singtel DataCentre - EXPAN NOC***

NOC EXPAN
DCOpns (Data Centre Operations) - Global Enterprise Business
T +65 62818121 F +65 62811138 M +65 91381966
38 Kim Chuan Road, Kim Chuan 1 Telecommunication Complex Singapore 537055

 

Singapore - ORP Building Management


link

ID: 210304145

Created at: 2016-08-04T04:47:02Z

During office hours

 Customer Service: 6491 9201

 After office hours   

Singapore - PLS Building Management


link

ID: 209579129

Created at: 2016-08-04T04:17:56Z

+65 6702 3100

+65 6702 3108

Singapore - Copier Contact (FujiXerox)


link

ID: 209579109

Created at: 2016-08-04T04:15:37Z

Jerry Cheah

Account Manager

Fuji Xerox Singapore

80 Anson Road #01-01 Fuji Xerox Towers

Singapore 079907

Mobile: +65 8411 4688

DID: +65-67611823

Email: jerry.cheah@sgp.fujixerox.com

Web: www.fujixerox.com.sg

**********************************************

General hotline:

For Technical Support, Toner
Ordering and Billing Enquiries
6766 8888
& Press '1'
Technical Support
Toner Ordering

Singapore - Door Access Vendor (EntryPass)


link

ID: 210303705

Created at: 2016-08-04T04:10:33Z

Sales and Technical Contact

Singapore - Phone Vendor (AVAYA)


link

ID: 209579069

Created at: 2016-08-04T04:08:51Z

Mick Jafro (Technical Contact)

Tel: 67730273

SysNet System and Solutions Pte Ltd.

******************************************************

Selva Kumar (Technical Contact)

SysNet System and Solutions Pte Ltd.

No.237,Pandan Loop ,#04-07,

Westech Building,Singapore 128424

Tel:67730273 ;Fax:67730274;HP:92301630

www.sysnet.com.sg

*******************************************************

Maricon (Sales)

SysNet System and Solutions Pte Ltd.

No.237, Pandan Loop, #04-07

Westech Building, Singapore 128424

Tel: 67730273 || Fax: 67730274 || HP: 96542756

Email: maricon@sysnet.com.sg

www.sysnet.com.sg

Singapore - Hardware Vendor


link

ID: 210303685

Created at: 2016-08-04T04:06:26Z

Ng Choon Bok

MyNet Technologies

Tel: 64824773 | Mobile: 96811548

Email: choonbok@mynet.com.sg

London Internet Connection Contact Details


link

ID: 210299945

Created at: 2016-08-03T16:28:04Z

The details for contacting the support desk are as follows:

Email: supportcat@softcat.com

Telephone: 01628 403789

 

If you have a ticket logged that requires an escalation please contact our Service Delivery Team using the following email address:

servicedelivery@softcat.com

 

 

Details of connection..

London (Equinix 100MB)

CNN061704

London (Site to Site)

A-End: ACC061703 (SJS)
B-End: CNN061704 (Equinix)

London (St James Square 20MB)

ACC063530

DataWeb - 10GB Fiber Contact Details


link

ID: 210299785

Created at: 2016-08-03T16:23:10Z

How to contact DataWeb

In the unfortunate case of downtime, please contact us by telephone (+31 70 381 9218) or e-mail (helpdesk@dataweb.nl) during office hours. When an emergency occurs outside office hours, please call us at our 24/7 hotline; +31 70 369 4734. Please mind, this is for complete downtime of 99,9% connections only. Please notify us of other service interruptions or questions during office hours.

 

Connection details

From:

Vistra Corporate Services B.V.

Strawinskylaan 3051

1077 ZX Amsterdam

 

To:

DC Terremark

Cateringweg 5

1118 AM Schiphol

Offices - Amsterdam - Fuze Application


link

ID: 208873969

Created at: 2016-07-07T08:06:56Z

Fuze application is a Webbased paymeny system which is beeing used by Amsterdam Financial staff. The functional level is divided into two links.

 

Fuze Backoffice - https://vis-web.fuzeportal.com:10443/

Fuze Frontoffice - https://vis-cor.fuzeportal.com/

 

Due to the nature and the security importance of the above websites not all computers are allowed to access the above websites due to locked down firewalls.

 

How to provide access:

 

1. Ask for approval and whether front-office, back-office or both is required.

2. depending on the requested access:

A: Front-office: Add the user and computer to the security group:
Application - Amsterdam - FUZE " restart the computer. this could take some time to replicate.

B: Back-Office: Add the computer to DHCP reservation, and request a senior member to apply firewall changes

3. the links should be available under the start > all programs.

 

Europe - Citrix Lockdown Error


link

ID: 208847609

Created at: 2016-07-06T07:26:41Z

If users get an errorwhen trying to start a Citrix desktop about profiles being locked down:

 

Change the following reg key:

 

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Citrix\ICA Client\Engine\Lockdown Profiles\All Regions

In the right pane double click on the EnableLockdown key and modify value from 1 to 0 
Close registry editor and try to start published application on Citrix.

 

IT Contacts - Vistra Group - HP Enterprise Support


link

ID: 209274285

Created at: 2016-06-22T13:40:37Z

Call

=============NL============

+31 205 040 666

============UK=======

In-Warranty & Out-of-Warranty
+44 845 161 0030
Our line is now voice activated.
For more info click here

Mon-Fri / 08:00-18:00
(except Bank Holidays)
Calls cost 4p per minute from a BT Landline
Costs from other carriers may vary
Calls from mobile may be higher

HPE Care Pack or Contract
+44 845 161 0050
Our line is now voice activated.
For more info click here

Mon-Sun / 00:00-24:00

Calls cost 4p per minute from a BT Landline
Costs from other carriers may vary
Calls from mobile may be higher

 

 

============ LUX =======

Contract +352 27 303 111 24x7
Warranty and Out of Warranty +352 27 303 303 M–F 8:00–17:00

KPN - Tape


link

ID: 209250745

Created at: 2016-06-21T15:00:48Z

Contact for KPN tape company:

 

E-mail: Servicedesk.Mto@kpn.com

 

Vistra - Dell BIOS configuration


link

ID: 209231045

Created at: 2016-06-21T08:06:21Z

Dell BIOS Configuration:

This guide will show how to change BIOS settings within the Vistra network. All the PC's are currently configured with an password by GPO.

 

 

Step 1: BIOS changes can be made within Dell Command | Configure tool

Step 2: Dell Command | Configure tool can be locally installed on your own PC -> \\amssrvfs001\sources$\BIOS\Systems-Management_Application

Step 3: Open the Dell Tool -> click on -> Open a Saved Package ->Choose the speficied folder from: 

 

Step 4: Does the cctk file contain all the current settings? (Check if you openend the right one)

Step 5: Make the BIOS change. See below example for changing BIOS password:

  1. Open config file 
  2. Click on Edit 
  3. Click on Validate, sort group on Apply Settings (will show all active settings)
  4. Locate setuppwd -> change password
  5. Click on Export Config & Export .EXE (save on same location) -> set current password in setup password. The .exe is now able to change the password

Step 6: Check BIOS changed correctly before go further!

Step 7: Export and save files onto the same location, create new folder with date and save them in there

Step 8: The .exe file can be deployed by Languard

 

 

 

 

 

 

 

 

Zurich - Sage50


link

ID: 208419249

Created at: 2016-06-16T10:04:42Z

Zurich office uses Sage50 for accounting mandates. the server is hosted on the HyperV in the DC. the servername is Sage50 and is inherited from a previosly bought company(globalone).

 

how to install:

1. goto \\zrhsrvsql01\public$\APPL\Sesam-CD and install the application

2. configure it during the wizard and point it to the right shares in sage50 server

Sage appl client Mointpoint

\\sage50\sesam

Sage appl confing Mointpoint

\\sage50\Sage50Config\SPISecurity

this share (\\zrhsrvsql01\public$)  is mapped for some of the staff as H: 

opening mandates:

The required information is stored on both H: as mentioned above and X:

X: is mapped to the \\sage50\Sesam

Again this is not for all the Zurich staff as X: can ba a different share for other people.

below are the location (X:) for the company files. to open each company you need to open the file within the company folder called "SFBINI.DAT"

\\sage50\Sesam\Rewe_old12
\\sage50\Sesam\Rewe

 

 

Cyprus - Install ADA for a user


link

ID: 208392649

Created at: 2016-06-15T10:14:00Z

Install ADA follow the below insturction:

 

1. Add user to "Security - Cyprus - Orangefield - ADA Users" security group

2. install \\FC-APPL\AdaAccounting\ADA\First-install-new\setup.exe
this will register the necessery DLL files

3. Remove the executable from the C:\program files so the user does not use it locally. 

4. Copy \\FC-APPL\AdaAccounting\ADA\progs\aclock.mdb to C:\windows of the user

 

5. map \\FC-APPL\AdaAccounting as mapped drive with letter k:

 

6. reach the icon from either Cyprus start menu from the user start menu or create a shortcut from \\FC-APPL\AdaAccounting\ADA\progs\ada-Acc\ADA-ACC.EXE

into the users desktop.

 

start running and you should see the program running.

Europe - Configuring PGP


link

ID: 209088585

Created at: 2016-06-14T14:11:51Z

CONFIGURING PGP

 

Installation.

Close Outlook.

Install software from sources file. The key should be in the same location

Once installed, open Outlook and send an email to yourself. This should prompt PGP to open a wizard to secure the email account:

Choose ‘Yes..’ and then click next:

Choose ‘new key’ and click next

Click Next, then fill in the user’s name and email address:

Click next again, then fill in the passphrase.

For continuity, and ease of support, all of the staff in Cyprus have been set to ‘Namesurnamerules’ example: Jamiecarterrules

Click Next

 

Click ‘skip’ on the PGP Global Directory step, and the key is created.

 

This will also automatically create a messaging policy for that email account.

 

Next, right-click on the PGP icon in the system tray and choose ‘Open Symantec Encryption Desktop’:

Once open, choose ‘PGP Messaging’ from the menu on the left, you should have a screen like this:

Choose ‘Edit Policies’, highlight the ‘Require Encryption..’ policy and click ‘Edit Policy’

Configure the settings like this, with the users own email address:

Click OK, then select ‘Opportunistic Encryption’ and click Edit Policy, configure like this again entering the users own email address:

 

 

Set master key & encrypt buttons:

Right-click on the system tray icon and choose ‘options’. Then choose the ‘Master Keys’ tab:

Click ‘Add’:

Double-click on the users key in the next window to add, then click OK:

Then choose the Notifier tab, check the box for ‘Use PGP notifier’

UNCHECK the box for ‘Ask me before sending email when recipient’s key is not found’:

 

 

Exporting the user’s Key.

 

Each user will need to email their own key to their clients, and then import their clients keys in order to be able to encrypt and decrypt emails between them.

 

To export the user’s key:

Open the Symantec Encryption Desktop console as above, then choose ‘PGP keys’ on the left, you should see something like this:

*Note – for most Cyprus users, they will already have a huge list of keys. Don’t worry about that for now.

 

Click on ‘My private keys’, there should be only one key here. If there is more than one, check the properties on each key and delete all those except the most recently created.

Highlight the key, then click ‘Email this key’

It will generate this email:

 

 

Importing Keys

When the user receives a client key to import, open the email with the key attached, and double-click on the key, click ‘Open’ then you should get this:

 

Select the key, and click ‘Import’.

 

 

That should be all.

 

 

 

Troubleshooting:

 

If the user has any issues encrypting or decrypting client emails, delete any existing keys for that client and then re-import the client keys. Ensure that the correct version of the user’s own key has been emailed to the client and imported.

 

Make sure that there is only 1 messaging policy present for the user, with their VISTRA address. Delete any others.

LUX - Caseware - Pragmatools


link

ID: 208097629

Created at: 2016-06-01T14:41:41Z

supported from Pragmatools

used by IAS (iasaudit.lu)

Kathleen van den Keybus:
kathleen@pragmatools.com

general support:
PragmaTools Support <email@teamleader.be>

FRA - (Xerox) Office Profis


link

ID: 208812565

Created at: 2016-06-01T11:02:23Z

FRAPRN03

contact:

Roger Hubert
roger.hubert@office-profis-frankfurt.de
+49 69 94102132

Klaus Vogel Bürotechnik (+49 69 94102 0)

 

S/N 3323143217

client number 50538

contract number 301607

Sharefile connectivity issue


link

ID: 208794425

Created at: 2016-05-31T12:28:11Z

Please find attached instructions to resolve issue with the connectivity on Sharefile

on LUXSRVCSS01 and ZRHSRVCSS01

Offices - Zurich - Scan Archiving system NSI HP autostore


link

ID: 208787285

Created at: 2016-05-31T08:48:48Z

In Zurich there is great amount of paper form archive located in a special room next to the reception. one of Zurich staff employees scans these papiers into CENSRV03.work.local using the two printers in that room (ZRHPRN004 and ZRHPRN005) this documentation attempts to explain this workflow and provide troubleshooting.

 

Scan server
HP Autostore server and NSI autostore are used to host the archiving solution on the above mentioned server. Both of these services are now acquired by Nuance. At the moment we are using a more older version. see the attachment for more detailed instructions about these solutions to be able to understand the technical side of each one of these tools.

 

Scan Client

The Two printers (ZRHPRN004 and ZRHPRN005) which mentioned erlier, both have Java applets on their NVRAM to provide a scan client which is shown on the OSD menu of the printer. this is able to communicate to the server and recognizes scanned bulks based on their Barcodes. whenever you change the IP of the server. you can apply the below API commands to change the ip which they are using to communicate with the server.

ZRHPRN004
http://10.21.30.8/hp/device/hp.AutoStore?SaveConfig=html&ASServer=10.38.10.150&ASPort=3233&Interval=60&SAVE=Update+Now

ZRHPRN005
http://10.21.30.9/hp/device/hp.AutoStore?SaveConfig=html&ASServer=10.38.10.150&ASPort=3233&Interval=60&SAVE=Update+Now

 

Barcodes

The barcodes are generated inside a MDB and printed. when scanning these barcodes are in front of each bulkscan to communicate with the server and move the scans into their respective folder. see the location below which is used to provide the Access MDB to the user to create barcodes:

S:\Centrapriv\Depotverwaltung\crm.mdb
mapped drive (\\ZRHSRVSQL01\ZRHSharedData$)

 

Workflow

The whole process is configured through a program called NSI process designer. This is located inside CENSRV03. The designed process than get saved as CFG file. this file is called "autostore script" and you can use it to run it in the scan2map service which communicates with the printers

troubleshooting:

Sometimes the printer does not show the OSD(On screen Display) menu. This might be caused by different factors:

- printer is unable to ping CENSRV03 (10.38.10.150)
- The scan2map service is crashed or not started on CENSRV03

FRA - HP Rack


link

ID: 207970029

Created at: 2016-05-25T11:28:43Z

HP Rack config, please see attached file

FRA - OF NAS


link

ID: 207969029

Created at: 2016-05-25T10:37:54Z

There is a NAS from OF which is connected in the HP rack.

IP: 10.14.10.30

admin user's password is saved in the password manager

FRA - client printer setup


link

ID: 208699765

Created at: 2016-05-25T10:36:19Z

Instruction to set up the wireless printer which is located in the big meeting room

GVA - JP Morgan


link

ID: 208582045

Created at: 2016-05-18T12:59:31Z

contact for GVA LODH

FTP files

bjorn.rosendahl@jpmorgan.com

GVA - Pictet


link

ID: 207852929

Created at: 2016-05-18T12:58:55Z

contact for GVA Pictet

FTP files

msideris@pictet.com

GVA - LODH


link

ID: 207852809

Created at: 2016-05-18T12:58:00Z

contact for GVA LODH

FTP files

 

info-tp@lombardodier.com / a.abdellah@lombardodier.com

 

 

Intranet Sync Problems


link

ID: 208580145

Created at: 2016-05-18T11:37:44Z

If you notice that you have created a user in AD & added them to the correct Intranet Security group (E.g Security - Intranet Jersey Users) but in the intranet they haven't synced through then please check the below and make sure we have spare licences.

If you find that you have checked the below and we have spare licences, then please email (help@interact-intranet.com) & Interact will do a remote session to check the intranet logs and see why the user(s) aren't being synced through.

Note that AD syncs with the intranet every evening at around 9PM.

Please browse to the intranet - https://vistra.interactgo.com/

Click on "Application Settings" like you can see below.


Click "Manage People"

Click "Manage Profiles"

From here you can search for the user you have created & also check to see if we have enough licences for the new user to pull through.

 

RP - 18/05/2016

Vistra - Policy - Mapped Drive Policy and groups


link

ID: 208551345

Created at: 2016-05-16T18:47:52Z

see attached.

Installation Manual VMWare View Client - LDN


link

ID: 207818279

Created at: 2016-05-16T10:48:36Z

Installation Manual VMWare View Client

Path to install file..

\\ldnsrvdc001\sources$\VM Software - OF

 

 

Select run

 

Press Next

 

Accept the End-User License Agreement and press Next

Select IPv4 and press Next

 

Leave as is and press Next

 

Fill out the connection server For example: vdi.orangefield.com) and press Next

Leave as is and press Next

MIKE: you may see another screen before the one below. If so, press next to get to this screen.

 

Leave as is and press Install

Leave as is and press finish

Select Yes if asked to reboot

Click on new Icon on your PC then…

Go to the top right corner press on the dropdownbox and press on Configure SSL… in the menu

Select the bottom option and press OK

Double click on the icon

Press Accept

MIKE: STOP HERE and press cancel on the login screen. We will provide log on details later.

Fill out your credentials and press Login

And press on the Icon

Now you are logging on to a desktop

LUX - Millogic update TEST


link

ID: 208538745

Created at: 2016-05-14T13:15:17Z

please find attached procedure to update LUX Millogic

 

email Ziya from Cosmac if the update is being installed on Saturdays

Zurich - Nimble Docu


link

ID: 115001060469

Created at: 2017-02-07T10:16:28Z

Please see attached file for the complete documentation of the Nimble appliance based in Zurich (Colt) DC.

 

Implement date: 18-01-2017

 

Project leaders:

-Lloyd Philippus (lloyd.philippus@vistra.com) / +31 88 560 9914

-Monyul Ali from Softcat  (MoynulAl@softcat.com) / +44 7702 940876

 

 

Contact - Curacao 3rd party IT company


link

ID: 115001039309

Created at: 2017-02-06T12:35:04Z

Support company with Contact details in case of emergency or ordering local IT hardware.

Titania IT N.V.
'John Mulders' (john.mulders@titania.cw)
Tel : +599 9 8401358
Cell : +599 9 6906665

EZE User Guide and technical Design


link

ID: 115001017689

Created at: 2017-02-03T18:01:41Z

This guide will help you to :

- Understand the technical design of EZE (Penny) in Luxembourg and Amsterdam (Different servers used per BU)

- Administer EZE users

- Create a new fund on request (if someone needs a new fund created in Penny, we first need to create a new database on the Penny SQL Server of the BU, then map it inside the Penny application)

- Restore a database (=Environment = Fund(s))

Penny User Guide and Technical Design


link

ID: 115001017669

Created at: 2017-02-03T17:58:49Z

This guide will help you to :

- Understand the technical design of Penny in Luxembourg (server used for which BU)

- Create a new fund on request (if someone needs a new fund created in Penny, we first need to create a new database on the Penny SQL Server of the BU, then map it inside the Penny application)

- Restore a database (=Fund) received from outside (for example EZE Extranet website)

Eemnes - SFTP DMZ users


link

ID: 115000983989

Created at: 2017-02-02T12:20:24Z

For Sedico Eemnes office there a SFTP server natted through DMZ to allow clients upload certain type of files regarding energy management. see below guide how to add a new client.

  1. ssh from dmz or console from AMSVHC01 to Debian VM VNLSRKPFTP01(172.16.30.32)
    password is in Eemnes password manager
  2. AS sudo goto  /home/FTPROOT/nleesmanager/clients
  3. create client folder
  4. add local user with 128bit secure password combinint characters numbers small and capital letters
  5. Change user home folder path to the ftp folder
    usermod --home /home/FTPROOT/nleesmanager/clients/delta delta
  6. Jail the user to only see his own folder
    usermod -d /home/FTPROOT/nleesmanager/clients/delta delta
  7. add users to the FTP groups (replace USERNAME with user)
    usermod -a -G ftpusers USERNAME
    usermod -a -G sftponly-nlees USERNAME
  8. restart the deamon
    /etc/init.d/vsftpd restart

provide the credentials to the requestor with PAtrick Zee in CC

Group - Arcserve UDP create instant VM


link

ID: 115000935389

Created at: 2017-01-31T07:27:11Z

Dear All,

Please find attached instructions how to create an instant VM from UDP.

This guide could also be used to move physical 2 virtual server.

 

Thanks.

group - manual activation and evaluation


link

ID: 115000925465

Created at: 2017-01-30T12:53:30Z

Below guides walk you through to change the Windows Evaluation edition to the standard or enterprise and activate it Manually if there is no internet connectivity.

 

  1.  if trial windows edition run to know your target upgrade edition
    DISM /online /Get-TargetEditions
  2. change to target by initiation the registration wizard.
    DISM /online /Set-Edition:ServerStandard /ProductKey:KEY-KEY--KEY--KEY-KEY /AcceptEula
  3. Reboot
  4. if it has wrong key, delete the old key
    slmgr -upk
  5. install the new key
    slmgr -ipk KEY-KEY--KEY--KEY-KEY
  6. get the installation id
    slmgr.vbs /dti
  7. go to MS mobile portal which is the replacement of their phone service http://bit.ly/2k8sO9l and select 7 numbers and interchange with activation id
  8. fill in activation ID
    slmgr.vbs /atp ACTIVATIONIDACTIVATIONIDACTIVATIONID
  9. check status
    slmgr.vbs /dli

Malta ISP


link

ID: 115000853229

Created at: 2017-01-25T16:36:09Z

This is phone number for the business internet helpdesk of the Malta office

Melita - +356 27 27 35 35

ISP (ORANGE) for Vistra Barcelona


link

ID: 115000834289

Created at: 2017-01-25T09:14:35Z

Telf: +34900901908

Contact Person: Sergi

NIF: B63154132

Vistra Barcelona

 

Note: Not sure that they can speak in English

Finscan - How To


link

ID: 115000773629

Created at: 2017-01-23T08:53:44Z

 

Finscan is hosted on AMSSRVFIN001 (10.30.10.63). The database is running as SQL instance AMSSRVFIN001\FINSCAN.

Login credentials available in Password Manager.

 

 

 

 

 

 

Printer doesn't send email's


link

ID: 115000632365

Created at: 2017-01-16T09:44:06Z

When a printer has an issue sending large scanned document it might have to do with a hard disk that is full. When you encounter this problem you can solve it easily by formatting this internal disk of the printer. This will free up disk space it needs to do it's job. 

Printer settings will remain the same after this.

 

  1. Login to the webpage and change the Printer Touchscreen UI to local username and password.
    at this time the users can’t use the printer until you are done.
  2. Using the system menu button or remote support page navigate to Tools>security settings>Image Overwrite security
  3. In the new window navigate to “Disk overwrite now” and perform a standard overwrite.
  4. The local disk will be cleaned and the printer will be rebooted

 

VPM Issue Escalation Procedures


link

ID: 115000618369

Created at: 2017-01-16T09:39:12Z

Please be aware of the support escalation procedures for VPM.

VPM is hosted in the USA and staff connect to this using Citrix.  If staff experience issues and it is not an issue on our side then please follow the escalation procedures to ensure a speedy resolution.

 

Points from Anthony Hill:

IT Support Europe - Shift Rota


link

ID: 115000594629

Created at: 2017-01-13T11:53:38Z

IT Support Shift Rota below, will keep updated:

 

Group - Opsview most common questions and issues


link

ID: 115000576045

Created at: 2017-01-11T15:01:53Z

see the attachment for most common issues and questions

Make email alerts more readable.


link

ID: 115000571745

Created at: 2017-01-11T12:39:47Z

If you are getting a lot of alerts over the email and you want to make it more bearable/easier to look at you can change the View Settings and set a conditional formatting. 

 

In the example below I used the temperature emails from the environment monitors.  

- When something is critical (RED)

- Information / Warning (YELLOW)

- All good (Green)

 

(Open image in new tab for bigger one) 

Obviously, you can do this with all sorts of emails and use different colours if that suits you better. 

 

Good luck!

2source4


link

ID: 115000571225

Created at: 2017-01-11T12:12:46Z

When requesting quotes from Buy-IT send an email to: 

 

sales@2source4.com

Cc: martijn.kromhout@2source4.com

Buy-IT


link

ID: 115000571125

Created at: 2017-01-11T12:11:32Z

When requesting quotes from Buy-IT send an email to: 

 

evert-jan.overeynder@buyitdirect.com

 

Group - how to Add Envoirnment monitors in Opsview


link

ID: 115000567865

Created at: 2017-01-11T10:19:40Z

Below guids explains how to configure the Envorinment monitor and add it in Opsview.

1. login to the webpage of the Envoirnment monitor and go to below path

Administration > Notification > SNMP Traps > Trap Receivers

2. add 3 new trap receiver with Each the IP of the opsview master and the local Hub slaves. including the Community string. 
Example Cyprus envoirnment monitor:

Opsview master in Amsterdam and the slaves in Cyprus are all added:

Each one of the above is configured like so including the community string (see password manager)

3. no go to below path and config the Public2 community to the new string (see password manager) allowing external hosts to tap in the logs.

Administration > NEtwork > SNMPv1 > Access Control > edit public2 and add below:

 

4. now go to opsview and host settings and find en existing Envoirnment Monitor.

5. Select the Piebar Menu and hit Clone

 

6. change the IP, Host title, host group(add if missing) under Basic Settings

7. in Advance (bottomo of page to open) change Hostname, and the slave closet to this device

8. If you have followed the previous steps correctly you now can test the SNMP connection.

9. hit Submit and you now can monitor the Envoirnment monitor and receive the alerts

 

 

SDR


link

ID: 115000507369

Created at: 2017-01-09T15:52:07Z

Peter van Driel

Projectleider

 

SDR Elektrotechniek B.V.
Propellerstraat 1-5
1059 CB Amsterdam


T:    020 705 94 53

M:   06 22 66 41 89
E:    peter.vandriel@sdr.nl

W:   www.sdr.nl

Racktables - HowTo


link

ID: 115000498649

Created at: 2017-01-09T12:07:49Z

This guide will help you with a few basic task in the Racktables tool. 

 

1. Add object to Racktables

An object can be everything you but inside your rack. So from a Server to a PDU. To create an object go to this link: http://amssrvrtb001.work.local/index.php?page=depot&tab=addmore

 

 

You can add multiple objects at the same time. Every object has different "Attributes". In short, this means when you add a network switch it won't ask you how many hard disks it has. When you add a server you will be able to add disks to it later on. 

 

2. Add objects to your rack

Once you have created an object so go to the overview to open it: http://amssrvrtb001.work.local/index.php?page=depot&tab=default

 

Notice the status of the object. It says "Unmounted". That means the object is not placed in your rack. Click on the name of the object to mount it. 

 

Once you have clicked on your object:

- Go to Rackspace tab

- Select the correct tab

- Check the height in the rack. If an object is taking up 2u's then select those boxes as well. 

- Press save

 

I will add more quick howto's here in the near future.

 

Group - VPM Issue Escalation Procedures


link

ID: 115000439529

Created at: 2017-01-05T11:54:02Z

VPM is hosted in the USA and staff connect to this using Citrix.

If staff experience issues and it is not an issue on our side, then please follow the escalation procedures to ensure a speedy resolution.

Backup Copy of Network Password Manager


link

ID: 115000447145

Created at: 2017-01-05T10:05:19Z

There is a backup copy of the Network Password Manager installed on HKGSRVAPP04 to allow the retrieval of passwords should there be an issue with the Amsterdam Virtual Host Cluster and you are not able to access the password database through the normal connection. The backup copy is updated by the Asia team as a monthly task so may not contain passwords created within the past few weeks but should have enough passwords to get the Amsterdam Virtual Host Cluster back up and running.

If this scenario happens then you will need to get a senior engineer to login to HKGSRVAPP04 and start the following service: Network Password Manager

When the service is started on HKGSRVAPP04 start your Network Password Manager client. Change the computer that is it connecting to from AMSSRVAPP001 to HKGSRVAPP04 as below and enter your credentials to login:

Please do not create any new passwords when connected to the HKGSRVAPP04 backup copy as they will be lost when reverting back to Amsterdam.

When the Amsterdam Virtual Host Cluster is back up and running please disable the Network Password Manager Service on HKGSRVAPP04 again and revert back to the previous connection AMSSRVAPP001 in the drop down list in Password Manager.

Xerox AMS


link

ID: 115000360669

Created at: 2017-01-02T14:23:05Z

If you need support from Xerox you can use the following details to contact their support.

 

- Xerox (Nederland) BV

Direct support for contracted printers 020-2035149

De Corridor 5
3621 ZA Breukelen
Postbus 117
3620 AC Breukelen, Netherlands
Statutair gevestigd te Amsterdam,
Handelsregister nr. 33085653
Phone: +31 (0)346 255 255
Fax: +31 (0)346 255 250
Service: +31 (0)20 6563620
E-mail: informatie@xerox.com

International Transportation and Government
Xerox Business Services (Netherlands) B.V.
Koninginnegracht 14G
2514 AA The Hague
The Netherlands
Phone: +31 70 346 2680
www.xerox.com/transportation

Xerox Customer Care
P.J. Oudweg 7
1314 CH Almere
Phone: +31 (0)88 5459000

 

n.verweij@xa.nl (reseller)

Nimble Contact


link

ID: 115000326405

Created at: 2016-12-30T10:54:00Z

Softcat Managed Services - Softcat Cisco Support


link

ID: 115000206569

Created at: 2016-12-23T09:49:30Z

See attached instruction

 

Below users have access to request changes to switches via Softcat.

Ross

Wendy

Bryan

Jon

Ryan Pulsakowski (MFG)

Loopup Account Manager


link

ID: 115000093905

Created at: 2016-12-19T15:21:18Z

Emily Mitchell - emily.mitchell@loopup.com

 

Operational Tasks overview


link

ID: 115000081389

Created at: 2016-12-19T12:00:36Z


This page gives an overview of all the Monthly and Quarterly tasks with a short description. These tasks will be assigned to you by your manager if needed. If you have any questions about this you can ask your manager. 
 
Monthly


M3 – Month End Backup Tapes removed and taken offsite by KPN
Amsterdam month end backup tapes are removed and stored in secure location off site by KPN.
 
M4 – Email CYP & ZRH to arrange Month End backup
As above, Cyprus & Zurich tapes for month end backups are stored offsite. Collected by Securitas.
 
M7 – Perform GFI Windows & Software updates on all PC’s in AMS Hub
This is a rolling task, updates are pushed out to all workstations on a 2-week cycle of test and live workstations around the AMS hub. UK team takes care of JER & LDN. Updates are pushed out using GFI Languard.
 
M8 – Perform GFI Windows & Software updates on all PC’s in ZRH Hub
LUX team takes care of LUX & ZRH hubs,
 
M11 – Check McAfee for Marshal is up to date on all Mail Gateways
Log into the MailMarshal mail gateways and check that the software is updated.
 
M12 – Email archive licensing check, review licenses, scheduled jobs & de-activate old mailboxes
Log into Metalogix Enterprise Archive Manager and check available archive licenses. De-activate mailboxes for leavers. Check that scheduled archive jobs are running.

M13 – Check Mailbox DB sizes for AMS/ZRH hubs
Export from Exchange of mailbox database sizes for all Europe hubs. This is then compared to the export from the previous month. Any significant changes or databases running very low on space to be reported.
 
M14 – SAS – Remote access Check
Export list of users in the ‘Security – Citrix Global Token Users’ group and then sort by office. We then contact managers in AMS Hub & Satellite offices to check that access is still required for list of users for each office.
 
M15 – OWA & Active Sync check (Amsterdam office only)
List of users with Outlook Web Access & Active Sync enabled on their mailboxes is exported from Exchange. We then send the list to the MD in AMS office to confirm if access is still required.
 
M19 – AMS & ZRH hub  - check Citrix server daily restart is working
Log onto each Citrix server in AMS & ZRH hubs and check scheduled daily task to ensure that daily restart is working.
M20 – Review Terminal Server Licensing
Log into the terminal licensing server and check status of available licenses for each server OS version. Report if licenses in use exceeds available licenses.
 
M21 – Check supported Chrome Version in webhost protection in DLP
Download latest supported chrome versions XML file from McAfee and update in DLP.
 
M22 – Check user info up to date in Zendesk
Check the ‘No User Information Set’ view in Zendesk and complete information for any users appearing in the list.
 
 
Quarterly


T1 – Group – Review Viewpoint Privilege Accounts – Annual Check (performed by BSS)
Business Systems reviews accounts with privileged access to viewpoint and adjusts accordingly.
 
T6 – Group – Review of AD Accounts
Export from AD for list of users from each office. This is then sent to manager of each office to check and correct information contained in the export.
 
T7 – Run Cleaning tapes on backup drives – AMS/CYP/ZRH
Self-Explanatory
 
T8 – Group Server Patch Updates (Via Win Update, testing GFI)
Log into servers in AMS & ZRH hubs and perform windows updates. Currently testing pushing out these updates using GFI Languard.
 
T9 – Check autoloaders & Tape drives for new firmware versions
Check HP firmware update tool on the StoreEasy / DC servers for updates for tape drives & autoloaders.
 
T11 – Check Webcam & EM configurations are up to date
Log into webcams & environment monitors in each hub and satellite site and check equipment is working and firmware/software is up to date.
 
T13 – Group – Check for Citrix Xenapp updates
Check for patches for current version of Citrix Xenapp then apply to Citrix servers.
 
T16 – Group - Review of OWA & AS access  (Without AMS)
As with Monthly Task M15, export list of mailboxes from Exchange of accounts with Active-Sync & Outlook Web Access enabled, then send lists to managers of each office to confirm access is still required. Adjust accordingly when managers respond.
 
T17 – Event Manager Config
Check & update event manager (monitors events on domain controllers)
 
T18 – Test restore from Tapes & D2D
Test restoring files from backup tapes and from ArcServe UDP backups for each site.
 
T19 – Update oui.txt for McAfee RSD
Task to update the OUI list for McAfee RSD, log into EPO and run update.
 
T20 – Check Hyperspin alerts
Usually done by Jon Le Page, he checks the alerts from Hyperspin which monitor status of Vistra domains (UP/Down status)
 
T21 – Update Hub Diagrams (AMS Hub & ZRH Hub)
Network Hub Diagrams are stored for each of the hubs, these are updated (in MS Visio) quarterly.
 
T23 – Sharefile – check users still require access
Export list of users from chevault.vistra.com, sort by office then send to managers to check if access for Vistra users & clients is still required.
 
T24 – ArcServe Patch Manager – AMS/JER/ZRH/LUX
Check for updates to ArcServe Tape Backup.
T25 – Create Mapped Drive Policy export and update Zendesk KB article
Export is done from GPO and then uploaded to Zendesk knowledge base.
 
T26 – Update Hyper-V templates
Startup the Hyper-V templates on the virtual hosts and perform Windows Updates, then once completed run Sysprep.
 
T27 – Update Server Rack Documentation
Update server rack documentation for each site with new servers/switches/IP’s etc.
 
T28 – Check Pool Monitor Tool, check archive log files in Email Archive Manager
Log into Metalogix Email Archive Manager and check for errors in archiving mailboxes.
 
T29 – Check users$ folder security in AD (New starters)
Check that the user has been given full control of their J: drive folder. (This is checked against new starters since the last check on the OV Starters & Leavers List.)
 
T30 – Clean old leavers profiles from Citrix Servers
Check OV Starters & Leavers list and remove user profiles from Citrix servers – this has been added to the leavers process and so should no longer be required.
 
T31 – Review all Citrix Farm web interfaces and remove demoted servers from farms
Self-explanatory
 
T32 – Check export of accounts with password set to never expire
Export from AD all accounts with non-expiring passwords, and then check if still required. Usually, only service accounts and test accounts require this setting.
T33 – Confirm IT approvers for each office. (Bi-Annual Check)
Check with MD’s of each office who should be able to authorize IT related requests & purchases from that office.

Group - Script - create workstations from a list


link

ID: 214554745

Created at: 2016-12-12T14:33:00Z

create workstations from a list and assign to correct security group with Power-shell

the best would be to save the the files on the admin servers C:\Scripts

update the list of workstations you want to create in the Create_workstations_bulk.csv list

now you need to adjust the script with the correct OU, description and security groups:

 

now you can run the script

Sedico Migration


link

ID: 214033309

Created at: 2016-12-12T08:35:57Z

The Eemnes/Berlin migration went live on 12-12-2016. On this page you can find details regarding this migration. This should help troubleshoot any problems you encounter when supporting users. 
Berin users will login using Citrix (AMSSRVCTX07) and the Eemnes users will be working locally on their computers.
 
User environment:
 
Eemnes office is connected directly to the DC using a site2site connection.(10.53.0.0/16)

Users profile areas:
\\amssrvfs001\emsusers$ \\amssrvfs001\berusers$

     
Packages:
\\amssrvfs002\SedicoSoftware$

Applications:
ScanSys Image Capture – application running on clients and reception to digitalize and index the workflows and add it in Synergy
Exact Synergy  – Web app to do all business input and interchanging data/documents http://vnlenpapp03/synergy
Exact Globe – Accounting and Billing software interchanging data between Synergy
Ahold VPN – VPN from EMSWRK workstations to access Albert Hein hosted applications
Jeff-Nett Report runner – reporting software to pull data and visualize the production data.
Task center – Application to manage the processes between Synergy and Globe
Energy management – automated ftp xml data collection from energy management parties.
Energie management online – hosted solution to provide services to our clients (https://energiemanageronline.nl/sedico )
Portal4U – Front-end web application to provide services/information to our Clients ( https://portal.vistrasedico.com/nl )
 
Signatures:

Eemnes and Berlin users have a different signature including the Sedico Logo which is linked to: “Security – Office all users” Group
 

Mapped drive Eemnes (AMSSRVFS002 S drive)


G:
\\AMSSRVFS002\GroupsData_NLEN$ Group Data

R:
\\AMSSRVFS002\GroupsData_AR_NLEN$ Group Data Archive

J:
\\AMSSRVFS001\EMSusers$\%username% private data

S:
\\AMSSRVFS002\GroupsData2_NLEN$ GroupData

W:
\\AMSSRVFS002\AppsProg_NLEN$ AppsProg  (Hidden Drive)
     

P:
\\AMSSRVFS002\PST_NLEN$\%username% pesonal PST


Mapped drive Berlin (AMSSRVFS003 F:\Berlin )


G:
\\AMSSRVFS003\GroupsData_DEBER$ Group Data

R:
\\AMSSRVFS003\GroupsData_AR_DEBER$ Group Data Archive

J:
\\AMSSRVFS001\EMSusers$\%username% private data

S:
\\AMSSRVFS003\GroupsData2_DEBER$ GroupData

W:
\\AMSSRVFS003\AppsProg_DEBER$ AppsProg  (Hidden Drive)
     

P:
\\AMSSRVFS003\PST_DEBER$\%username% pesonal PST


Printers:

 \\EMSSRVDC001\EMSPRN002
 \\EMSSRVDC001\EMSPRN006
 \\EMSSRVDC001\EMSPRN008
 \\EMSSRVDC001\EMSPRN010
 \\EMSSRVDC001\EMSPRN011
 \\EMSSRVDC001\EMSPRN014
 \\EMSSRVDC001\EMSPRN009

Backend servers/Network:

We have integrated the below servers in Vistra Network (AMS Hub)
 
VNLENPSQL02 – Databases running for the applications and replication to the Portal4you website (https://portal.vistrasedico.com/nl) - Exact Globe Server

VNLENPAPP03 – Synergy application server
VNLENPAPP04 – Taskcenter/Globe application server
 
VNLSRKPSQL02 (DMZ) – published client info
VNLSRKWEB01 (DMZ) – Published Portal4U instances (https://portal.vistrasedico.com/nl https://portal.vistrasedico.com/hema etc..)
VNLSRKPFTP02  – Energy Data collection
 
 
EMSSRVOVH001 – Physical HyperV host in Eemnes
EMSSRVDC001  – VM domain controller on OVH
EMSSRVFOG01 – VM imaging server on OVH
 
VPN AZURE(attached) – 2x VPN to Microsoft azure NAT to VNLSRKPSQL02  to download the energy management information
VPN AHOLD – 443 SSL VPN from workstation to provide services and input for Albert Hein.

Vistra London - TIM PLUS / Call Reporting Logging


link

ID: 213810949

Created at: 2016-12-05T12:01:25Z

Log into LDNSRVTIM001 (VM)

Browse to http://127.0.0.1

You will be asked to log in Username: itsupport
Password in the password db under Vistra/London/Phone System/TIM Plus Log In


Click "Reports"

From here you will be able to see all the different types of reports you can run or schedule, the 2 scheduled reports I have configured are showing at the bottom (LLS & Vistra London).


Monthly Reports

Email Address (LDNTIM@vistra.com) configured to email monthly reports for Vistra London & LLS in PDF format to Nico Kong (Vistra London), Bryan Turner (Vistra London), Ross Pringle (VGML) & itsupport@vistra.com.

If you find that the report hasn't ran automatically 1 month then you can click on the chosen scheduled report click next, next intill you reach the end and you will be given the choose to "Run now" or "Schedule for later".

Documentation in below URL
http://docs.tri-line.com/display/plus/Home


RP - 05/12/2016

LUX - Cascade Contact


link

ID: 214348385

Created at: 2016-12-05T11:42:42Z

info@cascade.lu

Clickshare How To


link

ID: 214324505

Created at: 2016-12-02T16:32:28Z

Please see attached guide for Clickshare How to. This document can be used in the meeting/boardrooms.

 

Bank Clarity Technical Guide - Jersey


link

ID: 214269805

Created at: 2016-12-01T10:59:25Z

See attached / Bank Clarity Technical Guide

Website not working


link

ID: 214237125

Created at: 2016-11-30T07:22:24Z


If a website is not loading or loading partly there are several things that can be a problem:

** Please note that you always need approval from a name on the IT related approval list before you can whitelist something ** 

You can find the list here: \\work.local\itsupport\Global\IT related approvals.xslx


1. Check browser

 

2. Bluecoat

If the above doesn’t help it’s probably bluecoat that is blocking this. If you want to make sure it’s bluecoat you can bypass it to see what happens. Go to IE and set the following proxy server.

Note: Even though this is an outdated system it still works for troubleshooting purposes. Make sure you use the local dc of the office. For example: in Malta you would use MLTSRVDC001. 


If the website works after that you need to whitelist it to be able to access it. It might happen that the website still doesn’t work after this. This could be because it’s blocked by the firewall. See step 4 on how to continue.

 

3. Whitelist website

When you whitelist something on Bluecoat it's for everybody. You can't whitelist something for 1 user only. 


 4. Firewall exception

Sometimes the firewall blocks something. In case you want to whitelist a website or something else that is being blocked by a firewall a rule needs to be created. This is done by an external company so it takes some time.

If a whole office needs access to something that is being blocked by the firewall you need to have the IP range of that office. If only one person needs access to this website you need to give the computer of that user a static IP (Reserve an IP). See following steps to do this.

(Right click > Open Image in New Tab) for larger image

Word connecting to old Breda server


link

ID: 213637909

Created at: 2016-11-25T15:21:36Z

The OfficeAssist plugin in word sometimes still connects to the old BRESRVFS01 server. This prevents the word document from opening. In order to solve this, you need to add 2 rules to the host file. 

You can find the host file here: "C:\Windows\System32\drivers\etc". 

Add the following rules:

- 10.40.10.210 AMSSRVDC005

- 10.40.10.210 BRESRVFS01

 

Thats it!

Location of mapped drives (Under construction)


link

ID: 213592589

Created at: 2016-11-23T13:37:43Z


Amsterdam
F: \\AMSSRVMILL001\NLMill7$
J: \\AMSSRVFS001\nlusers$\"username"
M: \\AMSSRVMILL001\ftcmill7$
Q: \\AMSSRVMILL002\AppsData2_OFG$
X: \\AMSSRVMILL002\AppsProg2_OFG
G: \\AMSSRVFS001\ExactData$
G: \\AMSSRVFS003\GroupsData_OFG$
G: \\AMSSRVFS003\GroupsData_OFFSNL$
G: \\AMSSRVFS003\GroupsData_NLWMS$
G: \\AMSSRVFS003\GroupsData_NLAM$
R: \\AMSSRVFS003\AppsData_OFG$
R: \\AMSSRVFS003\Appsdata_OFFSNL$
R: \\AMSSRVFS003\AppsData_NLWMS$
R: \\AMSSRVFS003\AppsData_NLAM$
S: \\AMSSRVFS003\GroupsData2_OFG$
S: \\AMSSRVFS003\GroupsData2_OFFSNL$
S: \\AMSSRVFS003\GroupsData2_NLWMS$
S: \\AMSSRVFS003\GroupsData2_NLAM$
T: \\AMSSRVMILL002\appsdata2_offsnl$
U: \\AMSSRVMILL002\appsprog2_offsnl$
W: \\AMSSRVCW001\CWNLAMS$
P: \\AMSSRVFS003\pst_ofg$\%username%
P: \\AMSSRVFS003\pst_offsnl$\%username%
P: \\AMSSRVFS003\pst_nlwms$\%username%
P: \\AMSSRVFS003\pst_nlam$\%username%

Barcelona
E: \\AMSSRVA301\datos
H: \\AMSSRVFS001\AdminBCN$
I: \\AMSSRVFS001\AdminMAD$
J: \\AMSSRVFS001\BCNUsers\"username"
L: \\AMSSRVFS001\BCNClients
P: \\AMSSRVFS001\BCNData$
R: \\AMSSRVFS001\BCNLabor$
S: \\AMSSRVFS001\bradata$
T: \\AMSSRVFS001\UsersTAXData$\%username%
Z: \\BCNSRVDC001\UserTAXData$\%username%

Cyprus

Dubai

J: \\AMSSRVFS001\dxbusers$

G: \\AMSSRVFS001\dxbdata$


Frankfurt
S: \\AMSSRVFS001\GroupsData_DEFRA$
G: \\AMSSRVFS001\GroupsData2_DEFRA$
R: \\AMSSRVFS001\GroupsData_AR_DEFRA$ (Read only Archive)
L: \\AMSSRVMILL002\AppsData2_DEFRA$
M: \\AMSSRVMILL002\AppsProg2_DEFRA$


Jersey
 
 
London
G: \\JERSRVDM01\dfsroots$\SharedLDNSHA
G: \\LDNSRVFS001\GroupData_OFSUK$
G: \\JERSRVDM01\GroupLDNData$
R: \\LDNSRVFS001\GroupsData_AR_OFSUK$
R: \\LDNSRVFS001\newshared$\office accounts
M: \\LDNSRVFS001\ldnhr$
M: \\JERSRVDM01\ldnhr$
M: \\LDNSRVFS001\AppsProg2_OFSUK$
S: \\LDNSRVFS001\GroupsData2_OFSUK$
S: \\LDNSRVFS001\LLSSage$
S: \\JERSRVDM01\LLSSage$
W: \\LDNSRVFS001\AppsProg_OFSUK$
P: \\LDNSRVFS001\PST_OFSUK$\%username%
E:  \\JERSRVDM01\oilldndata$
E: \\LDNSRVFS001\oilldndata$
J: \\JERSRVDM01\oilldnusers$\filmers
Q: \\LUXSRVDM01\SharedOILdata$
Q: \\JERSRVDM01\SharedOILdata$
Q: \\JERSRVDM01\Londonpcs$
Q: \\LDNSRVFS001\Londonpcs$
N: \\JERSRVSQL01\JSStartup$
R: \\HKGSRVFS01\OV\Data\Global\Data\Asia-BD
L: \\LDNSRVFS001\AppsData_OFSUK$

Luxembourg

F: \\LUXSRVDM01\data
G: VL \\LUXSRVDM01\company
G: OF \\LUXSRVFS002\GroupsData$
--H: \\luxsrvdm01\bobluxacct (old)
H: \\LUXSRVFS002\GroupsData$
I: IAS \\LUXSRVDM01\HTData
I: VL \\luxsrvdm01\keypaye$
J: \\LUXSRVDM01\Luxusers$\%username%

K: \\LUXSRVAPP001\e-file 
L: \\LUXSRVMILL001\AppsData$

M: \\LUXSRVMILL001\AppsProg2$
N: \\LUXSRVFS002\LUX_Finance_HR$
O: \\LUXSRVFS002\LUX_SGP_Funds$  (DFS share with SGP Funds team)
P: group \\LUXSRVDM01\Group Accounts
P: OF \\luxsrvfs002\ofpst$\%username%

R: OF \\LUXSRVFS002\AppsData$
R: VL \\LUXSRVAPP001\SFirmData$
Q: \\LUXSRVAPP001\Quickbooks$

S: OF \\LUXSRVFS002\GroupsData2$
S: VL \\LUXSRVAPP001\sofie$

T: \\luxsrvdm01\data\HT Data\Clients
U: \\LUXSRVWEB01\FTPLUXINGReports$ //needs to be verified PAPP04
V: \\luxsrvfs002\bloomberg$
W: OF \\LUXSRVFS002\AppsProg$
W: VFS \\LUXSRVADV001\BloombergLIVE$
X: VFS \\LUXSRVSQL002\BloombergTEST$
X: VL \\LUXSRVAPP002\LUXTESTMILL7$
Y: \\luxsrvdm01\tnt (old)
Y: \\LUXSRVDM01\LuxFinance$

Z: \\LUXSRVAPP001\LUXMILL7$
 
Malta

Rotterdam
G: \\AMSSRVFS003\GroupsData_NLRTM$
R: \\AMSSRVFS003\AppsData_NLRTM$
S: \\AMSSRVFS003\GroupsData2_NLRTM$
W: \\AMSSRVCW001\CWNLRTM$
P: \\AMSSRVFS003\pst_nlrtm$\%username%
T: \\AMSSRVFS003\AppsData2_NLRTM$
U: \\AMSSRVFS003\AppsProg2_NLRTM$
 
 
 
Zurich
Z: \\ZRHSRVSQL01\ZRHDataNew$
 
 
 

Laptop Encryption Deployment


link

ID: 214107205

Created at: 2016-11-22T12:01:13Z

When deploying to a laptop please following the below instructions step by step!

1. Set the BIOS admin password to: "LetMeIn"

2. Log into the PC and make sure the following account is set up and part of the Administrator group.

Username Password
Europe-IT tsurt
User LetMeIn


3. Copy the the folder ‘Offline Encryption - Autoboot’ from \\amssrvfs001\sources$ to a USB stick.

4. Place the USB drive into the laptop and copy the folder to the root of C:\

5. Go into the folder and open the “UserList.txt” and confirm it contains the following:

User:password
Europe-IT:password

If not, change it to match the above. DO NOT change the password part of the text.

6. Now open and command prompt and UNC to C:\Offline Encryption – AutoBoot

There should be a txt file called “Offline Activation” this will have a command within it, copy this into the CMD and run it.

7. If you now look under C:\Offline Encryption – AutoBoot, 2 extra files would have appeared,
   - ESOfflineActivateCMD
   - OfflineActivation

8. To install the software follow the below and make sure that you install in the specified order for the encryption will not work!

- Browse to C:\Offline Encryption – AutoBoot

- Run “FramePkg” – This installs the Mcafee Agent

- Open the VSE880LMLRP6 folder and run ”SetupVSE.exe” – This installs the Anti-Virus

- Open MfeEEAgent folder and run “MfeEEAgent64” – This installs the Drive Encryption Agent (If it’s a 32 bit machine which is unlikely, run MfeEEAgent32)

- Open the MfEEEPC folder and Run “MfeEEPc64” – This installs the Drive Encryption Driver

After this is completed in order the Laptop will need a restart


9. Browse to C:\Offline Encryption – AutoBoot and run “Offline Activation

- A CMD box will appear and you will see it start to activate,

- To confirm the process has started right-click the McAfee agent and go to “Show Drive Encryption

10. Upon restart, the laptop should go to the endpoint encryption login page. You will need to create security questions and passwords for both windows accounts.

**If the laptop gets stuck and will not boot, go into the BIOS, open System Configuration>SATA Operation, and ensure that ‘AHCI’ is selected. The laptop should then boot normally.**

11. Login first with the ‘Europe-IT’ account, the initial password will be set to 12345. Change this to match the windows account password.

12. You will then be asked to set 3 security questions, set the answers as follows:

What is your Favourite colour: Red
What is your Favourite song: dont worry be happy (this should be exactly like this, no punctuation)
What is your Favourite food: Steak

Then login to windows

Restart the laptop again, change to the ‘User’ account and log in with 12345, change the password to LetMeIn, and then if possible ask the user to set their own security questions. If they are not available, set them to different answers and provide the details to the user when the laptop is handed over.

13. Then login to windows.

14. Copy the laptop encryption key ‘EERecovery’ from C:\  to the USB stick, then copy from USB to the following location on AMSSRVEPO001:
\\amssrvepo001\c$\Sources\Laptop Encryption Keys

The laptop is ready to be given to the user.

 

Hong Kong Vendor Contact - ALL


link

ID: 213554989

Created at: 2016-11-22T05:24:39Z

Vendor Services Service Code / Account Code Contact Direct Line Mobile Email
Smartone Mobile 07170616 / OFFSHORE INCORPORATIONS HK LIMITED Annie Yeung Client Services Executive 2963 7564 9727 4672 annie_yeung@smartone.com
Smartone Mobile 07170616 / OFFSHORE INCORPORATIONS HK LIMITED Jerry Tam Senior Enterprise Solution Specialist 3128 2583 9843 6450 Jerry_Tam@smartone.com
PCCW General Sales Requset / Enquiry / Case Report Betty Cheung Account Manager   9090 7699 Betty.KW.Cheung@pccw.com
PCCW General Sales Requset / Enquiry / Case Report Steffi Hung Account Manager 2883 6181 6622 5793 steffi.jy.hung@pccw.com
PCCW Technical Support / Technical Case Report Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW MPLS 6M 568171A / BSN: 16700027 Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW MPLS 6M 568261A Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW Secure DIA Premium Always-on 100M Sym Svc 1100368885 (FSA No.: 15445486) (BSN No.: 20375977) Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW Premium Multi Access 100M Svc 1108448152 (FSA No.: 16011518) Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW 10GB Fibernet 790978A Quinny Tai    2888 7180    
PCCW PABX Prime No.: 2848 4500 Michael   2760 2207    
PCCW PABX Prime No.: 2848 4500 Hotline   2573 8109    
PCCW Switch   Hotline   2573 8109    
PCCW DataCentre   NOC   2883 2299   pccwnfmlkt@pccw.com
PCCW DataCentre   NOC   2883 2933   pccwnfmlkt@pccw.com
Fuji Xerox Follow You Print System   Jerry Chan Consulting Executive, Client Consulting Business 2513 2003 6112 7319 jerry.chan@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Ken Yeung ITS and Solutions Support   6112 7372 Ken.Yeung@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Jacky Lai ITS and Solutions Support     Jacky.Lai@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Manson ITS and Solutions Support   6112 7576  
Fuji Xerox Follow You Print System   Hotline   2513 2513    
  Door Access   Stanley   6110 6786    

 

Hong Kong IT Contact - ALL


link

ID: 214099805

Created at: 2016-11-22T05:19:54Z

Vendor Services Service Code / Account Code Contact Direct Line Mobile Email
Smartone Mobile 07170616 / OFFSHORE INCORPORATIONS HK LIMITED Annie Yeung Client Services Executive 2963 7564 9727 4672 annie_yeung@smartone.com
Smartone Mobile 07170616 / OFFSHORE INCORPORATIONS HK LIMITED Jerry Tam Senior Enterprise Solution Specialist 3128 2583 9843 6450 Jerry_Tam@smartone.com
PCCW General Sales Requset / Enquiry / Case Report Betty Cheung Account Manager   9090 7699 Betty.KW.Cheung@pccw.com
PCCW General Sales Requset / Enquiry / Case Report Steffi Hung Account Manager 2883 6181 6622 5793 steffi.jy.hung@pccw.com
PCCW Technical Support / Technical Case Report Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW MPLS 6M 568171A / BSN: 16700027 Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW MPLS 6M 568261A Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW Secure DIA Premium Always-on 100M Sym Svc 1100368885 (FSA No.: 15445486) (BSN No.: 20375977) Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW Premium Multi Access 100M Svc 1108448152 (FSA No.: 16011518) Quinny Tai    2883 8171 6621 9843 Quinny.LF.Tai@pccw.com
PCCW 10GB Fibernet 790978A Quinny Tai    2888 7180    
PCCW PABX Prime No.: 2848 4500 Michael   2760 2207    
PCCW PABX Prime No.: 2848 4500 Hotline   2573 8109    
PCCW Switch   Hotline   2573 8109    
PCCW DataCentre   NOC   2883 2299   pccwnfmlkt@pccw.com
PCCW DataCentre   NOC   2883 2933   pccwnfmlkt@pccw.com
Fuji Xerox Follow You Print System   Jerry Chan Consulting Executive, Client Consulting Business 2513 2003 6112 7319 jerry.chan@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Ken Yeung ITS and Solutions Support   6112 7372 Ken.Yeung@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Jacky Lai ITS and Solutions Support     Jacky.Lai@hkg.fujixerox.com
Fuji Xerox Follow You Print System   Manson ITS and Solutions Support   6112 7576  
Fuji Xerox Follow You Print System   Hotline   2513 2513    
  Door Access   Stanley   6110 6786    

 

How to setup Vistra mail on Android Device


link

ID: 213536709

Created at: 2016-11-21T14:42:16Z

1. To begin, look for the Play Store icon tap on it

Once in Play Store, look and Install the Microsoft Outlook app

Outlook - Play Store

 

 

2. Then, go to Microsoft Outlook and tap on Get Started

 

3. Then write down the email address and tap on continue.

 

4. At this point you have to be quick, after tapping on continue the app is going to show you one box who says “SETUP ACCOUNT MANUALLY

 

Tap on this box as soon as it appear

                           

 

5.Then you are able to choose for the Exchange mail settings

Select Exchange

 

 

6. Fill in the following details shown in bold

Server address: (Please pick from your location below)

jerwebmail.vistra.com – (Ireland/Jersey/London)

hkgwebmail.vistra.com (China/Hong Kong/Singapore)

luxwebmail1.vistra.com (Luxembourg)

nlwebmail.vistra.com – (Belgium/Cayman/Curacao/Dubai/Frankfurt/Malta/Mauritius/Netherlands/New York/SF/Spain)

cypwebmail1.vistra.com – (Cyprus)

chewebmail.vistra.com – (Geneva/Zurich/Zug)

Domain: work.local

Username: (Your log in name) eg youngj (The same for the Windows Account)

Password: (Your log in password)

Description: Vistra Mail

 

 

 

7. Tap this button to save the change once is all the information filled up.

 

 

Congratulations, is Done!! You have successfully setup your Exchange email account on your Android device.

How to setup Vistra mail on iPhone


link

ID: 214077885

Created at: 2016-11-21T13:10:51Z

1. To begin, on the Home Screen tap on Settings

 

 

2. Then: Mail, Contacts, Calendars

 

 

3. Then: Add Account

 

4. Select Exchange

 

 

5. Fill in your Vistra email address

 

 

 

6. Fill in the following details shown in bold and press Done.

Description: Vistra Mail

Username: (Your log in name) eg youngj@work.local

Email Address: (Work email address) eg james.young@Vistra.com

Password: (Your log in password)

Server address: (Please pick from your location below)

(For more info)

 

7. Select the services that you wish to sync with the Exchange Server. Tap Save.

 

 

Congratulations!! You have successfully setup your Exchange email account on your iOS device.

 

Update Clickshare-Baseunit manually


link

ID: 214042265

Created at: 2016-11-21T08:07:59Z

This guide shows how to update the Clickshare Base Unit manually (without network)

 

  1. Format a USB stick (FAT32) to be used for the firmware update
  2. Use this link to download the CSE-200 firmware update
  3. Copy the .enc file onto the USB stick and rename it to clickshare_firmware.enc
  4. Plug the USB stick into the front USB port of the Clickshare Base unit
  5. The installation will be started automatically and progress can be followed on the screen
  6. After the successful installation, plug the Clickshare dongle in the Base Unit
  7. The dongle will update and pair automatically

Offices - Malta - Second floor


link

ID: 214021745

Created at: 2016-11-18T15:34:25Z

Please see attached PDF document for the complete documentation of the new second floor. See below contact details if any local help is needed.

 

Contact details:

 

Phones

Company name: GO

Address: Fra Diegu Street, Marsa, MRS 1501.MALTA

Name: Etienne Mercieca

Number: +356 2591 2025 

 

Etienne can be contacted for all phone related questions. For example if there is an new user, he need to set-up this on the phone server.

 

Network

Company name: Intercomp

Address: H.S. Restall Building, Aldo Moro Road, Marsa. MRS 9065, Malta

Name: Stefan Saliba

Number: (+356) 22916 153

 

Stefan can be contacted for all network related questions. For example he can manage the switches.

 

Reset Cisco CP-7841 phone


link

ID: 213463089

Created at: 2016-11-18T08:06:10Z

Phone reset can be performed by this steps:

1. Unplug network cable, disconnect telephone

2. Hold the # button, plugin network cable to boot phone (15 seconds)

3. Press the following keys on phone 1,2,3,4,5,6,7,8,9,*,0,#

4. This will reset the phone

 

See this video for reference: https://youtu.be/auce4I4Lpao?t=63

 

 

Leavers Procedure Europe


link

ID: 213452649

Created at: 2016-11-17T15:33:03Z

 

 1 - Move user account to ”Leavers“ OU in “Active Directory Users & Computers”

2 - Open the user account and click on the “Account” tab. At the bottom set the date to expire 2 days from today. This is to give you a chance to archive the mailbox. (the account needs to be enabled for that).

- Reset the password to something random on AD

 

3. Go to the "Member of" tab and remove user from all security groups except Domain Users

4. Update the Description of the AD Account to the Leave Date:

 

5 -  Add the user to the email archive groups for leavers:

Security - Mimecast - On-Premise Leaver Email Routing

Security - [Office] - NL Email Archive Leavers (e.g.: Security - Amsterdam - NL Email Archive Leavers)

 

6 -  Suspend Zendesk account

 

7 - Remove user from Sharefile

 

8 - Log into the Citrix server that the user's TS Profile is stored on, delete the user profile. (Control Panel>System>Advanced>User profiles>Settings)

 

9 -  Set Out of Office on mailbox

 

To change the internal and external OoO message:

Open up the Out of Office tool on the relevant admin server. 

Set the Out of Office message as specified on the leavers form for both external and internal mail.

 

-       Test Out of Office message from Both internal and External address to ensure that it is working correctly

 

-       Disable Read Receipts for the mailbox using Exchange Management Shell :

Set-MailboxMessageConfiguration –identity “username” -ReadReceiptResponse NeverSend

 

-       Remove any Delegated / Full Mailbox Access that other Staff members may have to the mailbox

Open the Exchange management console, right click on the user's mailbox and check send as permissions,

Send as should look like this:

 Do the same thing for full access permissions, it should look like this:

 

-       Should a Forward be requested (For highly exceptional circumstances) on the Leaver form then this should be set by a Mail Flow Delivery Option. Note that the email should also be delivered to the mailbox to trigger the Out of Office response:

 

 

10 -  Open ”Exchange Management Console”, search for the user, open the user & make a note of the size of the mailbox. See below..

11 -  Hide the user’s email address from Exchange address lists.

 

  

 

 

 

 

13 -  Log into the relevant admin server for where the user is located & open “Archive Manager Exchange Edition”.

14 - Click “View” & click “Archive”

15 - Search for the leavers name in the “Look for:” field.

 

 

16 - Right click on the leavers name under the “Search results” area and click “Archive Mailbox” (Example below)

17 -  Please make sure that you select the correct retention category

 (example Amsterdam = AMSStore01)

 

18 -  Once the mailbox is archived, you should then de-activate it, go to Tools>Address Book Manager:

Then select the ‘Mailboxes’ option, locate the mailbox, right-click and ‘de-activate’:

19 -  Once the mailbox is archived you can then go back to ”Exchange Management Console” and make a note of the size of the mailbox now. This should be a lot less than noted before now the mailbox has been archived.

 

20 - Go back to the admin server & browse to \\work.local\wordtemplates, Click on the location of the user intill you get to “Microsoft Access Database” the database you need to open will always be called “Vistra”.

 

21. Once the database has opened in Microsoft Access click on Employees.

22. Right click on the row your leaver is in & click “Delete Record”.

 

23. Browse to \\work.local\itsupport\Global\ in there you will find a spreadsheet called “OV Starters and Leavers” Complete the leavers section with the leavers name & the date they have left the company.

 

24. If stated on the leavers form that they had access to Advent please email Ryan Taylor in Jersey so he can remove the user account from that system, for LUX email Ambrus. If stated that they have sales force, client portal or sales force access then please contact Nicola Connolly.

 

25 - IF THE USER IS NOT BASED IN AMS - Assign the Zendesk Ticket to BSS - Once you have completed all of the steps above then use the 'Assign to BSS' check box in Zendesk, this will move the ticket out of the IT queue and into BSS, so make sure you've done everything else first.

*This step is not required for AMS users because HR will email them directly.

 

26 -  You can now Disable the account in AD

 

27 - If the user is on the Vistra.com website, email marketing@vistra.com to remove them.

 

28 - Remove the user from the phone system for the office they work in (if applicable)

 

29 - Confirm with office manager/reception that user's door access card is disabled.

 

30 - Remove user's token details from Print Server

 

31 -  Delete Loop-Up Account (https://my.loopup.com/)

32 - Amsterdam users only, Remove user from the UC portal/ phone system

33 - Amsterdam users only, notify Eveline via e-mail

34 -  Store the completed leavers form in the relevant leavers folder and return copy to HR attached to the ZenDesk ticket. 

 

35 -  Last Step

Create an appointment in your calendar Three months from the user’s leaving date to do the following:

You can now go back to ”Exchange Management Console” & remove the mailbox by right clicking and choosing “Remove” (This will automatically remove the user account from “Active Directory Users & Computers”.) BE SURE THAT THE MAILBOX IS ARCHIVED TO THE CORRECT SERVER BEFORE YOU DO THIS

 

 

 

 

London Office - Dirty Internet WiFi Setup


link

ID: 213994885

Created at: 2016-11-17T14:47:59Z

Port 0 on DI Firewall } Port 2 ADVA ADSL Router
Internet Connection

Port 1 on DI Firewall } Port 1 DI switch
5 Meraki's then plugged into that switch

Port 2 on DI Firewall } Port 1 LLS
3 computers & 1 printer plugged in and specific confirm on that LLS Cisco Switch



Starters Procedure Europe


link

ID: 213439809

Created at: 2016-11-17T10:46:01Z


1. Check if username is available
Check the username in the excel sheet or login to Achrive Manager and verify if the normal username is already taken.


- Username = first.lastname

- Dont use the Insertions of the name of the user
- Tools – address book manager - mailboxes
- If a username is available you can use it


 
2. Create user account
- Log in to the AMS/LUX/JER or ZRH Admin server
- Open exchange
- Rightclick mailbox and New Mailbox...


- Click on Next
- Choose User Mailbox and click next
- Check the box “specify the OU…” and click on Browse

 


- Choose the correct OU and fill in the rest of the form.

PASSWORD SHOULD BE SET TO A RANDOM series of characters/numbers and NOT Vistra123

 


- Click on next
- Tick to specify the mailbox and click on browse

 


- The user should be added to the correct mailbox database
- The location and the database A-Z should be choosing from the userid
- Baumgas is in Zurich and b is in the mailbox DB of A-F

 


- Click on next
- Don’t create an archive and click next
- Short summary of the mailbox and click on New

 


3. Check mailbox settings
Double click/open the new mailbox and verify if the settings are correct

 


- Go to email addresses tab

 


- Go to mailbox features
- Disable, OWA, AS, POP3 and IMAP
- Click on Ok

 


 
4. Security groups
Make sure the user in the right OU. In case your forgot to do this when creating the mailbox. 

 


- Go to the general tab and fill out the missing information

 


- Connect his profile and home folder path, this change from office to office as well. Compare with a different user account. 

 


- Add the user to all requested groups:

 

 

IMPORTANT NOTE: See this article for Frankfurt users: https://itsupport.vistra.com/hc/en-gb/articles/115004827565-FRA-Datev 

 

5. Welcome emails
Send welcome IT email. You can find the email here: 
- \\work.local\itsupport\IT Support - Europe\Welcome to Vistra IT\Office 2010 Exchange 2010

- If the user works in one of the following offices (AMS/LUX/JER/CAY/LDN) please include the Worksite manual. The manual is in the same folder as the welcome IT email.


6. Add user to Zendesk
- Create the user in Zendesk and fill out all fields.


7. Add user to database
- You can find the file here: \\work.local\wordtemplates\
- You need to do this on one of the admin servers.

8. Licencing 

- Open the following file: \\work.local\itsupport\Global\OV Starters and Leavers.xlsx

- Update it with the name and username of that person


9. Set up profile
- Login to a workstation with the user’s account
- Set the Word font to Arial 10
- Do the same with Excel
- Do the same with Outlook. Add the signatures too.
- Setup Worksite

- Check printer(s)


10. Check email
- Send and email from the external email address: external.test.vistra@gmail.com (You can find the password in the password manager). Reply and see if that works. 
- Do the same with internal email.


11. Email Business systems if required to set up Viewpoint
- For the offices: DXB, JER, LDN, MLT, GVA, ZRH and Zug
 
12. Change intranet settings
- Go to: https://intranet/Interact/Pages/Admin/People/Staff/Default.aspx?section=106
- Search for the user
- Change default homepage
- Starting date
- Choose manager


 

 
 
 
 
 
 
 

Offices - London Caseware standalon


link

ID: 213861025

Created at: 2016-11-14T17:27:00Z

to install caseware Working papers 2014 - standalone version follow the below instructions.

 

1. install \\ldnsrvfs001\sources$\OF\OFSUK Software\Source\1_CWP\setup.exe

2. run \\ldnsrvfs001\sources$\OF\OFSUK Software\InstallUK11092015.cmd

3631310533633075383

 

3. make sure C:\Program Files (x86)\CaseWare\cwin32.exe s there

4. install all the patches \\ldnsrvfs001\sources$\OF\LATEST

5. place a shortcut C:\Program Files (x86)\CaseWare\cwin32.exe

 

Note: if your username has a character in it, the software will not start. A notification will indicate an older version which is not true

Cisco - Bulk Changes to Extensions


link

ID: 213801765

Created at: 2016-11-10T16:35:57Z

Here's an explanation of how I did the bulk change for the forwarding to reception for London. The first thing is that we needed to identify the reception pilot number. The reception software uses CTI ports to control the incoming calls. In your case, the pilot number is 5444, which you can see under "Device->CTI Route Point" and then clicking find. It's the one with a really long seemingly random name

 

To make the change we're going to use the Bulk Admin Tool, so go to "Bulk Administration->Phones->Add/Update Lines->Update Lines"

 

Enter some criteria that identifies the extensions you want to change, click find and then click next

 

You're now presented with a page that looks the same as when you normally configure a line. What you need to do here is tick the box next to the value you want to change, and then set the value that you want to amend. In your case we wanted to change all the extensions to have a CFNA to the reception number, and then change the timer to 16 seconds, or 4 rings.

 

Then, once you've set everything you want to, scroll to the bottom, click "Run Immediately" or schedule as appropriate, then click submit

 

Once you've clicked submit, you can monitor your job by going to the job scheduler under "Bulk Administration" at the bottom. You can sort the jobs by submission time.

 

If you click on the job you submitted you can monitor it's status and completion from there. Here's one of the bulk jobs I did to update the forwards

 

You can review the logs and the present job status in there.

Bulk admin is a great tool, one of the essentials when you're managing a UCM. Worth having a look around it and familiarising yourself!

 

Group - mount path which is too long


link

ID: 213654005

Created at: 2016-11-10T12:09:13Z

Please find below how to mount a drive if you want to copy/move files where the path is to long

 

normal path mounting:

subst V: "W:\IT Support - Europe\IT Operational Tasks Luxembourg"

for delete the mount:

subst V: /d

 

VSS restoring mounting:

subst X: "\\localhost\D$\@GMT-2015.01.22-06.00.16\Data\LUX\Data\WPWIN\VISTRA FUND SERVICES\VFS Contracted Clients\Nobilis Investment Funds SA SICAV (NOBILIS) - Original"

for delete the mount:

subst X: /d

GVA - Dell


link

ID: 213625645

Created at: 2016-11-09T08:08:13Z

if needed, when to compare prices with Abissa

 

new account executive 

fabrice_Gallois@dell.com

 

 

Isaac Naranjo

Account Manager

Dell EMC | Mid-Market, Switzerland

office: +41(0)22.799.01.65   fax: +41(0)22.799.01.67

Isaac_naranjo@Dell.com

Dell SA, Route de l'Aéroport 29, Case postale 216, 1215 Genève 15, Switzerland

You can finance your client’s needs with our great financing offers available here: financial solutions  & special offers

Customer Care CH : 0848 802 202 | Pro Support: 0848 811 411 | Order Status |

Cisco Unified Attendant Console User Guide / London


link

ID: 213106949

Created at: 2016-11-08T15:28:09Z

Cisco Unified Attendant Console User Guide

Receptionists in London use this software (Alice & Marina)

See attached email with log in details (We have 2 licences for this).



Softcat support - London


link

ID: 212795229

Created at: 2016-10-27T09:14:22Z

This is the Softcat support for the UK switches. (replacement to SMARTNET\ Their own version)

Quorum Cyprus - Microgen


link

ID: 213387945

Created at: 2016-10-27T08:41:54Z

Microgen - Cyprus

166 Ag. Fylaxeos str., 3rd Floor, CY-3083 Lemesos, Cyprus

P.O.Box 51897, CY-3509 Lemesos, Cyprus

Tel: +357 25 820789

nicholas.neophytou@microgen.com

quorumcentral.com

London Overview - Q3 2016


link

ID: 213240745

Created at: 2016-10-24T10:24:54Z

 

Over the past month or so I have been travelling often to our London offices. In those trips I/we have completed the below…

Just a quick note to mention that LLS are a 3 people team, there PC’s are connected via their own switch (Shown below), which connects out to a dirty internet connection. There are 2 phones which are connected to our Phone systems. 1 normal DDI & 1 phone which is there main LLS number where they can forward this number to whoever they like via the forward button I have configured for them on that phone. Those phones are the only part of their setup that are on our network. They use Office 365 as there mail client & have their own local printer which all of the machines are connect to.

To support them of course you will need to ask them to go to nlremotesupport.vistra.com & connect to their machines that way.

 

Below are a couple of photos I managed to take..

\\work.local\itsupport\IT Support - Europe\Offices\London\London Photos

 

 

RP - 14/09/2016

Vistra London - Cisco Phone System / General Documentation


link

ID: 212648969

Created at: 2016-10-24T10:18:52Z

See attached "Vistra UC General Documentation"

Updated: 20/11/2019.

Microgen - Millogic


link

ID: 213046605

Created at: 2016-10-17T06:06:39Z

http://www.microgen.com/about-microgen/global-offices/

 

Microgen plc
Old Change House
128 Queen Victoria Street
London EC4V 4BJ

+44 20 7496 8100

Update Loon software


link

ID: 212972365

Created at: 2016-10-13T16:44:32Z

The Rotterdam office uses some software to create payslips every month. This is an time-being tool. It will be replaced by NMBRS. This software needs to be updated by every month or so. Marjolijn is the one that uses it and will inform us once the update is available.

 

1. Login AMSSRVCTX06

2. From there, open an new link to download the new update: https://mijn.loon.nl/

3. Click on download, as shown below: 

4. Click on the latest update (Download Loon 2016) and check the date

Login details are stored in Password Manager

5. Use the proxy to download the file, save it to C:\Program Files (x86)\RoosRoos Loon\Updates

6. Make sure nobody is using Loon and run the update.exe file

7. After the update start the program (Loon 2016) from Marjolijn her session and update the client files

Group - Bomgar - PAM Adding nodes


link

ID: 212784325

Created at: 2016-10-10T12:45:03Z

To allow users access to Hosts within Bomgar PAM, the hosts needs to be added and made part to the right group. the below steps explains how to add a host in Bomgar PAM.

 

1. Download the Bomgar PAM from either sources or by login and downloading the setup.
https://nlpam.vistra.com/login/my_account

2. Login to the console. and hit the Create button.
note: Only make connections based on RDP or SSH(shell Jumps) sessions.

3. Follow the below numbers to add the host.
note:Make sure you select the right Jump Group to give the right party access to the right hosts.

 

When a third party tries to access a host, an Email will be sent to our IT staff (Based on the selected Jump policy)  requesting to approve the session. the Third party staff will only be allowed to access the host once the session is approved.

 

 

 

 

Group - Bomgar - PAM creating a user


link

ID: 212781945

Created at: 2016-10-10T11:34:43Z

Bomgar PAM is the privided access management which Vistra uses to provide access to third party users who are actively building and or supporting applications on vistra network. All access is granted through approval and using both user credentials and domain credentials.

 

Add Third party users.

Third party users login to our PAM appliance through https://nlpam.vistra.com/login . To allow a local user will be created using the administration account by following the below step. This will only allow the person to login to PAM. To be able to reach our hosts another account needs to be created. Depending on type of host this can be either SSH acocunt or Domain account with access to to the host. follow the below steps to create a Bomgar PAM local user.

 

1. login to PAM using your domain administrator account.https://nlpam.vistra.com/login

2. Go to the following menu using the orange menu bar on top of the page.

3. Create a LOCALUSER

 

4. Fill in username(ad naming convention), display name and email address and a difficult password with minimal of 8 characters combining numbers letters and symbols.

5. Scroll down and Change the session Permissions to Third PArty Support

6. Scroll down and hit Add User

7. Now we need to add the user to the right group policy allowing them to only see certain hosts. Go to the following menu using the orange menu bar on top of the page.

8. select the Corresponding Third Party Policy which the new user belongs to by hitting the Edit link on. Iright side of the view:

9. Within the policy Hit add. select local group and search for the user created earlier. selecting user will add them to the policy. Scroll down and save changes once you are ready.

The user will now be able to login using the provided credentials and see the right hosts depending on the Group policy assigned to them. Don't forget to create a second user inside the actual host or domain otherwise the user wont be able to connect.

Lux - Orange GSM support


link

ID: 212008649

Created at: 2016-10-03T14:17:11Z

Customer Care Corporate Representative

 
Orange Communications Luxembourg s.a.
8 rue des Mérovingiens
zai Bourmicht
L-8070 Bertrange
 
Tel : +352 27 888 288

 

Commercial : Cedric Vuillemin <Cedric.Vuillemin@orangeluxembourg.lu>

M: +352 661 888 168

 

Disable Remote Registry auto stop


link

ID: 212237145

Created at: 2016-09-16T08:59:51Z

To stop the Remote Registry service from being stopped automatically change the following reg key:

 

 

HKEY_LOCAL_MACHINE \ SOFTWARE \ Microsoft \ Windows NT \ CurrentVersion \ RemoteRegistry

 

DWORD: DisableIdleStop

Change the value to ‘1’

 

 

 

Telephone number Xerox


link

ID: 212221225

Created at: 2016-09-15T12:05:01Z

Technical support/mechanics Xerox 

0900 777 77 38

Supplier: XA
Contact: Martijn Jansen
Telephone number: +31 (0)33 45 45 050
Fax: +31 (0)33 46 21 306
Mobile: +31 (0)6 22 989 451
E-mail: m.jansen@xa.nl
Address: Spacelab 1, 3824 MR Amersfoort
Website: www.xa.nl

 

Printers Location IP Model Serialnumber
AMSPRN71 7th Floor Entrance Left   10.40.30.71 Xerox Workcentre 7845 3923459331
AMSPRN72 7th Floor Entrance Right   10.40.30.72 Xerox Workcentre 7845 3923460860
AMSPRN73 7th Floor Pantry Left   10.40.30.73 Xerox Workcentre 7845 3923484344
AMSPRN74 7th Floor Pantry Right   10.40.30.74 Xerox Workcentre 7845 3923484514
AMSPRN75 7th Floor HR Left   10.40.30.75 Xerox Workcentre 7845 3923506119
AMSPRN76 7th Floor HR Right   10.40.30.76 Xerox Workcentre 7845 3923506160
AMSPRN77 7th Floor Compliance dep.  10.40.30.77 Xerox Workcentre 7845 3923511244
AMSPRN81 8th Floor Entrance Left   10.40.30.81 Xerox Workcentre 7845 3923460747
AMSPRN82 8th Floor Entrance Right   10.40.30.82 Xerox Workcentre 7845 3923506224
AMSPRN83 8th Floor Pantry Left   10.40.30.83 Xerox Workcentre 7845 3923506372
AMSPRN84 8th Floor Pantry Right   10.40.30.84 Xerox Workcentre 7845 3923506399
AMSPRN85 8th Floor IT Right   10.40.30.85 Xerox Workcentre 7845 3923506429
AMSPRN86 8th Floor IT Left   10.40.30.86 Xerox Workcentre 7845 3923506542
AMSPRN87 8th Floor Support   10.40.30.87 Xerox Workcentre 7845 3923511155

Group - Arcserve contact details


link

ID: 211546009

Created at: 2016-09-13T07:09:42Z

Europe

Netherlands

Papendorpseweg 100
3528 BJ Utrecht
Netherlands

The Netherlands Tech Support – 8×5 & 24×7 :0800 265 8746 oronline
The Netherlands Licensing, Sales & all other Enquiries : 0800 023 4027

Utrecht Tel: 0031 307 440 019

 

 

Luxembourg

Tel: 080026773
Luxembourg Tel: 0035 220 204 296

 

Poland

Tel: 008001213561​
Warsaw Tel: 0048 221 168 688

 

Asia

China

Floor 5, SK Tower
No. 6 Jianguomenwai Avenue
Chaoyang District, Beijing 100022

Singapore

137 Market Street
Level 6
Singapore 048943

Phone: +65 6809 3737
Email: PresalesAP@arcserve.com

 

Customer Care

+1 844 765 7043
International customers: Find a local Arcserve Support office

 

Contact - Qng Contact details


link

ID: 211493809

Created at: 2016-09-09T11:42:51Z

Orangefield IT support company

QNH Managed Services b.v.
020-460 9609

 

Amsterdam - SIP Phone and user provisioning


link

ID: 212100165

Created at: 2016-09-09T09:58:23Z

Hong Kong Cisco phone system admin guide


link

ID: 211806705

Created at: 2016-08-26T08:12:04Z

Hong Kong Cisco phone system admin guide

Group - Cisco Telephony - list/find users


link

ID: 210486865

Created at: 2016-08-11T12:24:33Z

Dear All,

 

Please find attached quick quide how to search/list users in the new Cisco Telephony.

 

 

Thanks,

Group - Cisco Telephony list/find users


link

ID: 210486385

Created at: 2016-08-11T12:22:31Z

Hi,

 

Please find attached quick quide how to find/list all users for the new Cisco Telephony.

 

 

Thanks,

Singapore - Singtel (All Services)


link

ID: 209579649

Created at: 2016-08-04T05:15:26Z

 

 

Serene Tan Yi Ning

Account Manager

Managed Accounts - Enterprise Sales

T +65 6838 3991 M +65 9644 1799

31 Exeter Road, #20-00, Comcentre, Singapore 239732

 

PLS Singtel Services:

SingNet eLite Access SingNet ELITE200069647SNG  
MetroEthernet Service MetroEthernet Service M0643273 PLS
ISDN30 ISDN30 68549060 PLS
SingTel Telephone Line  DEL Line (FAX) 6438 1330

 

ORP Singtel Services:

MetroEthernet Service MetroEthernet Service M0653082
ISDN10 ISDN10 68548000
SingNet Ethernet SingNet ETHCE00130841SNG
SingTel Telephone Line DEL Line 6438 6848
ISDN10 (OF) ISDN10 65933700

Singapore DataCentre:

Colocation Full Rack | EXPAN Co-Location EXPAN Co-Location EXPANSG00000173
SingNet OnNet Bandwidth Flat Rate Plan SingNet SNON000358

 

*** SingNet 24 hrs x 7 Technical Support ***

Telephone :    1800-4722580 (local) or +65-64722580 (from overseas)

Email :        techsupport@singnet.com.sg

Fax :          67883462 (local) or +65-67883426 (from overseas)

***Singtel DataCentre - EXPAN NOC***

NOC EXPAN
DCOpns (Data Centre Operations) - Global Enterprise Business
T +65 62818121 F +65 62811138 M +65 91381966
38 Kim Chuan Road, Kim Chuan 1 Telecommunication Complex Singapore 537055

 

Singapore - ORP Building Management


link

ID: 210304145

Created at: 2016-08-04T04:47:02Z

During office hours

 Customer Service: 6491 9201

 After office hours   

Singapore - PLS Building Management


link

ID: 209579129

Created at: 2016-08-04T04:17:56Z

+65 6702 3100

+65 6702 3108

Singapore - Copier Contact (FujiXerox)


link

ID: 209579109

Created at: 2016-08-04T04:15:37Z

Jerry Cheah

Account Manager

Fuji Xerox Singapore

80 Anson Road #01-01 Fuji Xerox Towers

Singapore 079907

Mobile: +65 8411 4688

DID: +65-67611823

Email: jerry.cheah@sgp.fujixerox.com

Web: www.fujixerox.com.sg

**********************************************

General hotline:

For Technical Support, Toner
Ordering and Billing Enquiries
6766 8888
& Press '1'
Technical Support
Toner Ordering

Singapore - Door Access Vendor (EntryPass)


link

ID: 210303705

Created at: 2016-08-04T04:10:33Z

Sales and Technical Contact

Singapore - Phone Vendor (AVAYA)


link

ID: 209579069

Created at: 2016-08-04T04:08:51Z

Mick Jafro (Technical Contact)

Tel: 67730273

SysNet System and Solutions Pte Ltd.

******************************************************

Selva Kumar (Technical Contact)

SysNet System and Solutions Pte Ltd.

No.237,Pandan Loop ,#04-07,

Westech Building,Singapore 128424

Tel:67730273 ;Fax:67730274;HP:92301630

www.sysnet.com.sg

*******************************************************

Maricon (Sales)

SysNet System and Solutions Pte Ltd.

No.237, Pandan Loop, #04-07

Westech Building, Singapore 128424

Tel: 67730273 || Fax: 67730274 || HP: 96542756

Email: maricon@sysnet.com.sg

www.sysnet.com.sg

Singapore - Hardware Vendor


link

ID: 210303685

Created at: 2016-08-04T04:06:26Z

Ng Choon Bok

MyNet Technologies

Tel: 64824773 | Mobile: 96811548

Email: choonbok@mynet.com.sg

London Internet Connection Contact Details


link

ID: 210299945

Created at: 2016-08-03T16:28:04Z

The details for contacting the support desk are as follows:

Email: supportcat@softcat.com

Telephone: 01628 403789

 

If you have a ticket logged that requires an escalation please contact our Service Delivery Team using the following email address:

servicedelivery@softcat.com

 

 

Details of connection..

London (Equinix 100MB)

CNN061704

London (Site to Site)

A-End: ACC061703 (SJS)
B-End: CNN061704 (Equinix)

London (St James Square 20MB)

ACC063530

DataWeb - 10GB Fiber Contact Details


link

ID: 210299785

Created at: 2016-08-03T16:23:10Z

How to contact DataWeb

In the unfortunate case of downtime, please contact us by telephone (+31 70 381 9218) or e-mail (helpdesk@dataweb.nl) during office hours. When an emergency occurs outside office hours, please call us at our 24/7 hotline; +31 70 369 4734. Please mind, this is for complete downtime of 99,9% connections only. Please notify us of other service interruptions or questions during office hours.

 

Connection details

From:

Vistra Corporate Services B.V.

Strawinskylaan 3051

1077 ZX Amsterdam

 

To:

DC Terremark

Cateringweg 5

1118 AM Schiphol

Offices - Amsterdam - Fuze Application


link

ID: 208873969

Created at: 2016-07-07T08:06:56Z

Fuze application is a Webbased paymeny system which is beeing used by Amsterdam Financial staff. The functional level is divided into two links.

 

Fuze Backoffice - https://vis-web.fuzeportal.com:10443/

Fuze Frontoffice - https://vis-cor.fuzeportal.com/

 

Due to the nature and the security importance of the above websites not all computers are allowed to access the above websites due to locked down firewalls.

 

How to provide access:

 

1. Ask for approval and whether front-office, back-office or both is required.

2. depending on the requested access:

A: Front-office: Add the user and computer to the security group:
Application - Amsterdam - FUZE " restart the computer. this could take some time to replicate.

B: Back-Office: Add the computer to DHCP reservation, and request a senior member to apply firewall changes

3. the links should be available under the start > all programs.

 

Europe - Citrix Lockdown Error


link

ID: 208847609

Created at: 2016-07-06T07:26:41Z

If users get an errorwhen trying to start a Citrix desktop about profiles being locked down:

 

Change the following reg key:

 

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Citrix\ICA Client\Engine\Lockdown Profiles\All Regions

In the right pane double click on the EnableLockdown key and modify value from 1 to 0 
Close registry editor and try to start published application on Citrix.

 

IT Contacts - Vistra Group - HP Enterprise Support


link

ID: 209274285

Created at: 2016-06-22T13:40:37Z

Call

=============NL============

+31 205 040 666

============UK=======

In-Warranty & Out-of-Warranty
+44 845 161 0030
Our line is now voice activated.
For more info click here

Mon-Fri / 08:00-18:00
(except Bank Holidays)
Calls cost 4p per minute from a BT Landline
Costs from other carriers may vary
Calls from mobile may be higher

HPE Care Pack or Contract
+44 845 161 0050
Our line is now voice activated.
For more info click here

Mon-Sun / 00:00-24:00

Calls cost 4p per minute from a BT Landline
Costs from other carriers may vary
Calls from mobile may be higher

 

 

============ LUX =======

Contract +352 27 303 111 24x7
Warranty and Out of Warranty +352 27 303 303 M–F 8:00–17:00

KPN - Tape


link

ID: 209250745

Created at: 2016-06-21T15:00:48Z

Contact for KPN tape company:

 

E-mail: Servicedesk.Mto@kpn.com

 

Vistra - Dell BIOS configuration


link

ID: 209231045

Created at: 2016-06-21T08:06:21Z

Dell BIOS Configuration:

This guide will show how to change BIOS settings within the Vistra network. All the PC's are currently configured with an password by GPO.

 

 

Step 1: BIOS changes can be made within Dell Command | Configure tool

Step 2: Dell Command | Configure tool can be locally installed on your own PC -> \\amssrvfs001\sources$\BIOS\Systems-Management_Application

Step 3: Open the Dell Tool -> click on -> Open a Saved Package ->Choose the speficied folder from: 

 

Step 4: Does the cctk file contain all the current settings? (Check if you openend the right one)

Step 5: Make the BIOS change. See below example for changing BIOS password:

  1. Open config file 
  2. Click on Edit 
  3. Click on Validate, sort group on Apply Settings (will show all active settings)
  4. Locate setuppwd -> change password
  5. Click on Export Config & Export .EXE (save on same location) -> set current password in setup password. The .exe is now able to change the password

Step 6: Check BIOS changed correctly before go further!

Step 7: Export and save files onto the same location, create new folder with date and save them in there

Step 8: The .exe file can be deployed by Languard

 

 

 

 

 

 

 

 

Zurich - Sage50


link

ID: 208419249

Created at: 2016-06-16T10:04:42Z

Zurich office uses Sage50 for accounting mandates. the server is hosted on the HyperV in the DC. the servername is Sage50 and is inherited from a previosly bought company(globalone).

 

how to install:

1. goto \\zrhsrvsql01\public$\APPL\Sesam-CD and install the application

2. configure it during the wizard and point it to the right shares in sage50 server

Sage appl client Mointpoint

\\sage50\sesam

Sage appl confing Mointpoint

\\sage50\Sage50Config\SPISecurity

this share (\\zrhsrvsql01\public$)  is mapped for some of the staff as H: 

opening mandates:

The required information is stored on both H: as mentioned above and X:

X: is mapped to the \\sage50\Sesam

Again this is not for all the Zurich staff as X: can ba a different share for other people.

below are the location (X:) for the company files. to open each company you need to open the file within the company folder called "SFBINI.DAT"

\\sage50\Sesam\Rewe_old12
\\sage50\Sesam\Rewe

 

 

Cyprus - Install ADA for a user


link

ID: 208392649

Created at: 2016-06-15T10:14:00Z

Install ADA follow the below insturction:

 

1. Add user to "Security - Cyprus - Orangefield - ADA Users" security group

2. install \\FC-APPL\AdaAccounting\ADA\First-install-new\setup.exe
this will register the necessery DLL files

3. Remove the executable from the C:\program files so the user does not use it locally. 

4. Copy \\FC-APPL\AdaAccounting\ADA\progs\aclock.mdb to C:\windows of the user

 

5. map \\FC-APPL\AdaAccounting as mapped drive with letter k:

 

6. reach the icon from either Cyprus start menu from the user start menu or create a shortcut from \\FC-APPL\AdaAccounting\ADA\progs\ada-Acc\ADA-ACC.EXE

into the users desktop.

 

start running and you should see the program running.

Europe - Configuring PGP


link

ID: 209088585

Created at: 2016-06-14T14:11:51Z

CONFIGURING PGP

 

Installation.

Close Outlook.

Install software from sources file. The key should be in the same location

Once installed, open Outlook and send an email to yourself. This should prompt PGP to open a wizard to secure the email account:

Choose ‘Yes..’ and then click next:

Choose ‘new key’ and click next

Click Next, then fill in the user’s name and email address:

Click next again, then fill in the passphrase.

For continuity, and ease of support, all of the staff in Cyprus have been set to ‘Namesurnamerules’ example: Jamiecarterrules

Click Next

 

Click ‘skip’ on the PGP Global Directory step, and the key is created.

 

This will also automatically create a messaging policy for that email account.

 

Next, right-click on the PGP icon in the system tray and choose ‘Open Symantec Encryption Desktop’:

Once open, choose ‘PGP Messaging’ from the menu on the left, you should have a screen like this:

Choose ‘Edit Policies’, highlight the ‘Require Encryption..’ policy and click ‘Edit Policy’

Configure the settings like this, with the users own email address:

Click OK, then select ‘Opportunistic Encryption’ and click Edit Policy, configure like this again entering the users own email address:

 

 

Set master key & encrypt buttons:

Right-click on the system tray icon and choose ‘options’. Then choose the ‘Master Keys’ tab:

Click ‘Add’:

Double-click on the users key in the next window to add, then click OK:

Then choose the Notifier tab, check the box for ‘Use PGP notifier’

UNCHECK the box for ‘Ask me before sending email when recipient’s key is not found’:

 

 

Exporting the user’s Key.

 

Each user will need to email their own key to their clients, and then import their clients keys in order to be able to encrypt and decrypt emails between them.

 

To export the user’s key:

Open the Symantec Encryption Desktop console as above, then choose ‘PGP keys’ on the left, you should see something like this:

*Note – for most Cyprus users, they will already have a huge list of keys. Don’t worry about that for now.

 

Click on ‘My private keys’, there should be only one key here. If there is more than one, check the properties on each key and delete all those except the most recently created.

Highlight the key, then click ‘Email this key’

It will generate this email:

 

 

Importing Keys

When the user receives a client key to import, open the email with the key attached, and double-click on the key, click ‘Open’ then you should get this:

 

Select the key, and click ‘Import’.

 

 

That should be all.

 

 

 

Troubleshooting:

 

If the user has any issues encrypting or decrypting client emails, delete any existing keys for that client and then re-import the client keys. Ensure that the correct version of the user’s own key has been emailed to the client and imported.

 

Make sure that there is only 1 messaging policy present for the user, with their VISTRA address. Delete any others.

LUX - Caseware - Pragmatools


link

ID: 208097629

Created at: 2016-06-01T14:41:41Z

supported from Pragmatools

used by IAS (iasaudit.lu)

Kathleen van den Keybus:
kathleen@pragmatools.com

general support:
PragmaTools Support <email@teamleader.be>

FRA - (Xerox) Office Profis


link

ID: 208812565

Created at: 2016-06-01T11:02:23Z

FRAPRN03

contact:

Roger Hubert
roger.hubert@office-profis-frankfurt.de
+49 69 94102132

Klaus Vogel Bürotechnik (+49 69 94102 0)

 

S/N 3323143217

client number 50538

contract number 301607

Sharefile connectivity issue


link

ID: 208794425

Created at: 2016-05-31T12:28:11Z

Please find attached instructions to resolve issue with the connectivity on Sharefile

on LUXSRVCSS01 and ZRHSRVCSS01

Offices - Zurich - Scan Archiving system NSI HP autostore


link

ID: 208787285

Created at: 2016-05-31T08:48:48Z

In Zurich there is great amount of paper form archive located in a special room next to the reception. one of Zurich staff employees scans these papiers into CENSRV03.work.local using the two printers in that room (ZRHPRN004 and ZRHPRN005) this documentation attempts to explain this workflow and provide troubleshooting.

 

Scan server
HP Autostore server and NSI autostore are used to host the archiving solution on the above mentioned server. Both of these services are now acquired by Nuance. At the moment we are using a more older version. see the attachment for more detailed instructions about these solutions to be able to understand the technical side of each one of these tools.

 

Scan Client

The Two printers (ZRHPRN004 and ZRHPRN005) which mentioned erlier, both have Java applets on their NVRAM to provide a scan client which is shown on the OSD menu of the printer. this is able to communicate to the server and recognizes scanned bulks based on their Barcodes. whenever you change the IP of the server. you can apply the below API commands to change the ip which they are using to communicate with the server.

ZRHPRN004
http://10.21.30.8/hp/device/hp.AutoStore?SaveConfig=html&ASServer=10.38.10.150&ASPort=3233&Interval=60&SAVE=Update+Now

ZRHPRN005
http://10.21.30.9/hp/device/hp.AutoStore?SaveConfig=html&ASServer=10.38.10.150&ASPort=3233&Interval=60&SAVE=Update+Now

 

Barcodes

The barcodes are generated inside a MDB and printed. when scanning these barcodes are in front of each bulkscan to communicate with the server and move the scans into their respective folder. see the location below which is used to provide the Access MDB to the user to create barcodes:

S:\Centrapriv\Depotverwaltung\crm.mdb
mapped drive (\\ZRHSRVSQL01\ZRHSharedData$)

 

Workflow

The whole process is configured through a program called NSI process designer. This is located inside CENSRV03. The designed process than get saved as CFG file. this file is called "autostore script" and you can use it to run it in the scan2map service which communicates with the printers

troubleshooting:

Sometimes the printer does not show the OSD(On screen Display) menu. This might be caused by different factors:

- printer is unable to ping CENSRV03 (10.38.10.150)
- The scan2map service is crashed or not started on CENSRV03

FRA - HP Rack


link

ID: 207970029

Created at: 2016-05-25T11:28:43Z

HP Rack config, please see attached file

FRA - OF NAS


link

ID: 207969029

Created at: 2016-05-25T10:37:54Z

There is a NAS from OF which is connected in the HP rack.

IP: 10.14.10.30

admin user's password is saved in the password manager

FRA - client printer setup


link

ID: 208699765

Created at: 2016-05-25T10:36:19Z

Instruction to set up the wireless printer which is located in the big meeting room

GVA - JP Morgan


link

ID: 208582045

Created at: 2016-05-18T12:59:31Z

contact for GVA LODH

FTP files

bjorn.rosendahl@jpmorgan.com

GVA - Pictet


link

ID: 207852929

Created at: 2016-05-18T12:58:55Z

contact for GVA Pictet

FTP files

msideris@pictet.com

GVA - LODH


link

ID: 207852809

Created at: 2016-05-18T12:58:00Z

contact for GVA LODH

FTP files

 

info-tp@lombardodier.com / a.abdellah@lombardodier.com

 

 

Intranet Sync Problems


link

ID: 208580145

Created at: 2016-05-18T11:37:44Z

If you notice that you have created a user in AD & added them to the correct Intranet Security group (E.g Security - Intranet Jersey Users) but in the intranet they haven't synced through then please check the below and make sure we have spare licences.

If you find that you have checked the below and we have spare licences, then please email (help@interact-intranet.com) & Interact will do a remote session to check the intranet logs and see why the user(s) aren't being synced through.

Note that AD syncs with the intranet every evening at around 9PM.

Please browse to the intranet - https://vistra.interactgo.com/

Click on "Application Settings" like you can see below.


Click "Manage People"

Click "Manage Profiles"

From here you can search for the user you have created & also check to see if we have enough licences for the new user to pull through.

 

RP - 18/05/2016

Vistra - Policy - Mapped Drive Policy and groups


link

ID: 208551345

Created at: 2016-05-16T18:47:52Z

see attached.

Installation Manual VMWare View Client - LDN


link

ID: 207818279

Created at: 2016-05-16T10:48:36Z

Installation Manual VMWare View Client

Path to install file..

\\ldnsrvdc001\sources$\VM Software - OF

 

 

Select run

 

Press Next

 

Accept the End-User License Agreement and press Next

Select IPv4 and press Next

 

Leave as is and press Next

 

Fill out the connection server For example: vdi.orangefield.com) and press Next

Leave as is and press Next

MIKE: you may see another screen before the one below. If so, press next to get to this screen.

 

Leave as is and press Install

Leave as is and press finish

Select Yes if asked to reboot

Click on new Icon on your PC then…

Go to the top right corner press on the dropdownbox and press on Configure SSL… in the menu

Select the bottom option and press OK

Double click on the icon

Press Accept

MIKE: STOP HERE and press cancel on the login screen. We will provide log on details later.

Fill out your credentials and press Login

And press on the Icon

Now you are logging on to a desktop

LUX - Millogic update TEST


link

ID: 208538745

Created at: 2016-05-14T13:15:17Z

please find attached procedure to update LUX Millogic

 

email Ziya from Cosmac if the update is being installed on Saturdays

LUX - Millogic update LIVE


link

ID: 208538735

Created at: 2016-05-14T13:13:53Z

please find attached procedure to update LUX Millogic

 

email Ziya from Cosmac if the update is being installed on Saturdays

FRA - server room pictures


link

ID: 207763549

Created at: 2016-05-09T12:04:05Z

The server room is located on the left site at the main entrance, go to the end.

right door, thru the small storage.

 

It has one tall rack for the patch panel (floors up, telephony down), telephone system, modem, firewall and switch and one HP rack with a server

 

Patch Panel:

server_room001.JPG

 

 

Firewalls, left Vistra Asa 5505, right Geiger ASA 5506-X (For Datev)

FRA_Firewalls.jpg

 

 

Switch and Telephony system:

server_room003.JPG

 

Business SDSL, ADSL, ISDN lines:

server_room004.JPG

 

 

 

HP Rack:

HP_rack001.JPG

HP_rack002.JPG

 

 

description will follow

 

 

CEE - new email (group) contact


link

ID: 207759749

Created at: 2016-05-09T06:28:42Z

How to create a CEE email/group.

 

open Exchange console
open Recipient Configuration
mail Contact

click on "New Mail Contact"

 

select correct AD OU

for OFIZ: OFIZ Email Contacts

for Trinity: Trinity Email Contacts

for OFIZ groups: OFIZ Groups

add the contact to the correct email distribution group:

 

not mandatory, but you can verify the email on MGWs:

 

 

 

Please find attached the email from Jon:

 

 

 

Converting to PDF and saving to Worksite


link

ID: 208483285

Created at: 2016-05-09T06:13:07Z

Dear all,

Please see the attached sheet on how to concert PDF and save it to Worksite.

 

Thanks.

 

Kind regards,

Sonny Kwakman

Group - Mimbecast add sender to Spam


link

ID: 207745459

Created at: 2016-05-05T13:17:40Z

To block a sender, you can go to Directories, Groups, Click on the Blocked Senders folder on the left hand side, select the Build button and add the email address or domain.

Amsterdam - Elsevier Licenses


link

ID: 207618659

Created at: 2016-04-26T07:56:08Z

Dear all,

Whenever a user receives the below error message in Elsevier a license check needs to be executed.

Solution:

1. Go to Settings

2. Run the license check

 

You will now see that we have up to 100 licenses available.

 

Kind regards,

Sonny Kwakman

SafeNet Support


link

ID: 207594949

Created at: 2016-04-22T08:47:05Z

Technical Support

SafeNet Service Portal
Phone: 1-800-545-6608 US Toll Free
Phone: 1-410-931-7520 International
support@safenet-inc.com

Europe - Citrix Receiver 4.4 - Suppress 'Add Account' window


link

ID: 207593919

Created at: 2016-04-22T07:24:03Z

This applies to installations of Citrix Reciever 4.4 (For external Citrix access)

 

To stop the add account window from appearing when user logs onto their PC/Laptop, add the following reg key:

 

64-Bit Machines:

 

Key : HKLM\Software\ Wow6432Node\ Policies\Citrix
ValueName : EnableX1FTU
Value : DWORD: 00000000

 

32-Bit Machines:

 

Key : HKLM\Software\Policies\Citrix
ValueName : EnableX1FTU
Value : DWORD: 00000000

 

 

 

FRA - Euromicron


link

ID: 208311075

Created at: 2016-04-22T06:21:24Z

Frankfurt Telephone system

Alcatel

 

euromicron Deutschland GmbH
Geschäftsbereich Telekommunikation
Siemensstr. 6
63263 Neu-Isenburg
Telefon: +4961028222133
Telefax: +4961028222259

sascha.kaempfer@euromicron-deutschland.de

klaus.leichner@euromicron-deutschland.de

service-tk@euromicron-deutschland.de


http://www.euromicron-deutschland.de

FRA - Vodafone


link

ID: 207593489

Created at: 2016-04-22T06:18:19Z

Frankfurt systems:

SDSL 10/10 MBit/s (new 3 years contract starting from May 2016)

ADSL 6Mbit/s down - 640kbit/ up

2 ISDN lines

 

password: Vistra
Client number: 001919954629

 

Contact:

incident:
Tel: 0049 800 020 1500


general:
gk-betreuung@vodafone.com
Tel: 0049 800 0069 300
or 0049 172 1234

Area Sales Manager:
Andreas Oberländer and Matthias Mohm

Andreas.Oberlaender@vodafone.com
Tel: +49 173 548 77 00

Matthias.Mohm@vodafone.com
Tel: +49 173 945 16 00

Düsseldorfer Strasse 15,
D-657600 Eschborn

 

business partner contact (SDSL)
vf-enterprise@kikxxl.de

René Lunckshausen
Tel: 0049 800 / 50 35 022

FRA - DataXpert


link

ID: 207593399

Created at: 2016-04-22T06:12:52Z

new VH server for the office

Stefan Schwinck

Hostatostrasse 35
65929 Frankfurt am Main

Tel.: +49 69 74 09 09 - 0
Fax: +49 69 74 09 09 - 79

Email: s.schwinck@dataXpert.com 
Internet: www.dataXpert.com 

Group - Mimecast - How to release SPAM email


link

ID: 208254215

Created at: 2016-04-15T06:10:04Z

Dear all,

Please find the attached document usefull on how to release SPAM emails from Mimecast.


Kind regards,

Sonny Kwakman

Group - Mimecast Support Details


link

ID: 208246355

Created at: 2016-04-14T07:42:24Z

Please see the Mimecast 24/7 Support Contact details below should you need to raise a case with them:

Telephone: +44 (0) 20 7847 8701

Email: support@mimecast.com

When you contact Mimecast via phone, you will be asked for our Mimecast ID and account code which can be found in the below screenshot. If you are asked for a security passphrase, this is available at the bottom of the ‘Dashboard’ when you login to the Mimecast Console and also in the the Password Manager under ‘Mimecast Security Passphrase’.

 

There is also a comprehensive knowledgebase available at the following link:

http://kb.mimecast.com/

Bomgar support


link

ID: 207392079

Created at: 2016-03-30T11:07:11Z

Bomgar support number:
+44 (0) 1628 480 210
Hit 2 for support

 

Bomgar KB

Bumger chat support

Offices - Geneva - Server Room


link

ID: 208086055

Created at: 2016-03-25T16:31:59Z

Please see attached Server room documentation. you can use this for troubleshooting in Geneva.

Europe - Offline Laptop Encryption


link

ID: 208051475

Created at: 2016-03-23T08:53:08Z

When deploying to a laptop please following the below instructions step by step!

BIOS Settings:

Ensure the following things are set in the BIOS, this may differ by manufacturer, some options may be in different places or not available.

1 - Disable TPM (The on-chip encryption function, McAfee is not compatible with this)

2 - Disable Secure boot

3 - Set boot mode to Legacy

4 - Set SATA mode to AHCI

5 - Set the BIOS (Admin) password to a random password, and store in a notepad file along with the encryption key (see this step later) 

 

Installing McAfee components.

2. Log into the PC and make sure the following accounts are set up and part of the Administrator group.

Europe-IT  ---> tsurt

User -------><random password, store this in the notepad file with the BIOS password>

 

3. Copy the contents of the folder "Offline Encryption - Autoboot" from \\amssrvfs001\sources$ to a USB stick.

 

4. Place the USB drive into the laptop and copy the contents of the folder to the root of C:

5. Go into the folder and open the "txt" and confirm it contains the following:

 

User:password

Europe-IT:password

If not, change it to match the above. DO NOT CHANGE the password part of the text.

 

6. Now open and command prompt and UNC to "C:\Offline Encryption – AutoBoot" (For windows 10 shift right click to open windows PowerShell and command prompt from there.)

There should be a txt file called "Offline Activation" this will have a command within it, copy this into the CMD and run it.

7. If you now look under "C:\Offline Encryption – AutoBoot", 2 extra files would have appeared,

ESOfflineActivateCMD

OfflineActivation

 

8. To install the software follow the below and make sure that you install in the specified order for the encryption will not work!

After this is completed in order the Laptop will need a restart

 

9. Browse to C:\Offline Encryption – AutoBoot and run "Offline Activation

A CMD box will appear and you will see it start to activate,

 To confirm the process has started right click the McAfee agent and go to "Show Drive Encryption"

 

10. Upon restart, the laptop should go to the endpoint encryption login page. You will need to create security questions and passwords for both windows accounts.

**If the laptop gets stuck and will not boot, go into the BIOS, open System Configuration>SATA Operation, and ensure that ‘AHCI’ is selected. The laptop should then boot normally.**

 

11. Login first with the ‘Europe-IT’ account, the initial password will be set to 12345. Change this to match the windows account password.

12. You will then be asked to set 3 security questions, set the answers as follows:

 

 

 

Then login to windows

 

Restart the laptop again, change to the ‘User’ account and log in with 12345, change the password to LetMeIn , and then if possible ask the user to set their own security questions. If they are not available, set them to different answers and provide the details to the user when the laptop is handed over.

Then login to windows.

 

13. Copy the laptop encryption key "EERecovery" from C:\ to a folder named with the laptop name to the USB stick, also copy the notepad file containing the passwords, then copy from USB to the following location on AMSSRVEPO001:

\\amssrvepo001\c$\Sources\Laptop Encryption Keys

 

The laptop is ready to be given to the user.

**Word version of these instructions is attached.

Group - Unable to open Hyperlinks in Outlook


link

ID: 208030185

Created at: 2016-03-21T10:45:39Z

Dear all,

Please find the attached document useful when users cannot open Hyperlinks from Outlook.

Kind regards,

Sonny Kwakman

Europe - Install SafeNet MobilePass on mobile devices


link

ID: 207293189

Created at: 2016-03-18T08:25:36Z

Dear all,

Please find the attached documentation usefull to setup SafeNet MobilePass on mobile devices.

 

Kind regards,

Sonny Kwakman

Group - Domain Expiry Report Check


link

ID: 208009295

Created at: 2016-03-18T08:18:54Z

Dear all,

Please see attached document on how to check a domain when receiving the domain expiry report every Monday.

 

Kind regards,

Sonny Kwakman

Antwerp - Office Pictures - March 2016


link

ID: 207273179

Created at: 2016-03-16T11:08:27Z

 

 

Share file Licencing - Quarterly Task


link

ID: 207985445

Created at: 2016-03-16T09:50:57Z

Share file Licencing - Quarterly Task

1) Log into - https://chevault.sharefile.com (Log in details in Password Database)

2) Click “Manage Users” then click “Browse Employees”

4) Now you can view all the employees you can check the users which don't have login in more then 3 months

* DO NOT email EX CO members, directors and IT staff!

like Martin Crawford, Ad de Beer, Walter Stresemann, etc

 

5) email the users and save the emails here:

 see attached email that you can use as template

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check\Q1 2016\sent emails

6) wait for replies and saved the emails here:

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check\Q1 2016\received emails

7) if they don't use sharefile anymore

- reset the password


- downgrade the account to client

 

6) Once you have completed CHE you can now move onto doing the same check for LUX Vault by logging into - https://luxvault.sharefile.com (Log in details in Password Database)

 

general link

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check

please update the license sheet as shown in the monthly task
https://itsupport.vistra.com/hc/en-gb/articles/207282665-Share-file-Licencing-Monthly-Task-M17

Task Complete

Zurich - install / update module (Kanton) in drTax 3.0


link

ID: 207904375

Created at: 2016-03-08T07:10:17Z

please follow the attached guide

Group - IT Singapore Hotline


link

ID: 207889595

Created at: 2016-03-07T09:34:15Z

Please find the below contact information for the IT Singapore Hotline:

 

Extension Shortcut: (internal to SGP Office) *556

DID: +65 6854 8899

Group - Installation - Installing a bare metal HP server


link

ID: 207176559

Created at: 2016-03-06T16:08:11Z

The below guide gives you a summery of required steps to install and configure an bare metal HP Server. This guide is divided in the below tasks

 

Hardware prep

Before starting the software. in some cases the hardware supplier does not provide you with a server with decent installed component. In this case the server will be delivered including all the parts boxed separately. You need to install the component manually by removing the server tray.

 

HOST prep

Before patching the server into the network start by finding the appropriate name and IP adress for this server. The best way to do this is by pinging the same range and finding an unused ip. The ILO port will also be the next ip so make sure the next ip is also availble. use the ILOSERVERNAME as ILO hostname (replace servername with HOSTname)

To find the right range and amount please review a server with the same job in the network. Boot the server and hit the appropriate key (shown on screen) to boot in the ILO configuration and configure the ILO port. Activate the ILO license once you have access to it from your own desktop.  Make sure you 

 

Disk prep

using the ilo boot into hp array configuration utility where you can configure the disks before starting the OS installation. Please see below Vistra's Standard Disk array configuration:

- Raid 1 - existing out of two smaller size Disks to host the OS

- Raid 5 - existing out of four bigger sized disks to host the application/DATA

 

OS prep

Once you have done the necessery, you are ready to install the OS into the first raid. to install an OS you need to mount the appropriate ISO from the ILO web page to be able to boot into it. Remember to mount the ISO from a closed by HOST to prevent bandwidth tresholds. Start installing the OS once the ISO is booted. Use the OEM key (sticker on Server) if you have a licensed machine and use a Volume Licnese key if this machine is not licensed yet.

 

OS configure

Once you are finished installing the OS you will need to configure Vistra's required configuration. Once the OS is running start configuring the below counterparts:

 

Domain Joining

Once you are done configuring the above, it's time to Join the server to the domain. make sure you have local admin privileges before doing this. follow the below steps.

  1. Create an AD Computer object in the appropriate OU
  2. Join to server to the domain, restart the server and login again as local admin
  3. Depending on what this server is going to do, Add the security group required for this Server Role.example: 
    Security - IT - Amsterdam Screening Deployed Administrator

Additional install

For a server to run secure, monitored and licensed properly, you need to install the below software components accordingly.

 

Your server is now ready to use and you can install and configure additional roles, features, applications as needed to use this server.

Zurich - UBS Banking Dongle


link

ID: 207834815

Created at: 2016-03-01T11:29:31Z

ZRH UBS banking dongle:

  1. User connects the device to the PC (each device id needs to be whitelisted in DLP)
  2. A mounted drive is mapped to the pc (put a shortcut of the D: / E: drive on the desktop)
  3. Once you run the program out of that mapped drive, a program will start hosting a HTTP server:
  4. This opens a webpage ( http://localhost:9000 ) allowing the user to login with the pin.

If the process fails the user needs to hit the green button to start the connection again


(image of the device with card not inserted yet)

Group - Change mailbox permissions using Exchange Management Shell


link

ID: 207123829

Created at: 2016-03-01T09:37:16Z

Change permissions on mailbox in Exchange Management Shell

Please find the below instructions useful for setting up permissions on a mailbox via Exchange Managent Shell.

Go to: AMSSRVADMIN01 > Start > Exchange Management Shell

You can set different permissions, please see some of the different styles shown below:

 

Information on mailbox (folders):

Get-MailboxFolderPermission

Get-MailboxPermission

 

Change existing permissions:

Set-MailboxFolderPermission

Set-MailboxPermission

 

Add permissions:

Add-MailboxFolderPermission

Add-MailboxPermission

 

Example:

Ed will receive owner permissions on the calendar of Ayla.

Add-MailboxFolderPermission -Identity ayla@vistra.com:\Calendar -User ed@vistra.com -AccessRights Owner

 

Different AccessRights

 

 

Europe - Repairing PremierSoft Absence


link

ID: 207116469

Created at: 2016-02-29T15:22:36Z

How to repair PremierSoft Absence request:

 

Run:

\\fc-tserver\PremierSoft\hhol\Absence request.application

close any popup or error.

Run:

\\fc-tserver\PremierSoft\hhol\absentVIS.reg

 

In case of issues with this program. clean the regkeys containing the software under HKLM/HKCU

Geneva - Wireless Setup


link

ID: 207093859

Created at: 2016-02-26T12:08:06Z

Dear all,

Please see attached documentation for configuring Wireless in Geneva.

 

Kind regards,

Sonny Kwakman

Group - Orangefield - Quorum Support


link

ID: 207799515

Created at: 2016-02-26T12:05:20Z

Quorum Support Team support@quorumcentral.com

Nicolas Neophytou
Quorum Support Team

General - Group - How to Add a New Email Domain to Mimecast


link

ID: 207793415

Created at: 2016-02-25T17:08:19Z

Group - Printer - Unable to connect to printer


link

ID: 207721505

Created at: 2016-02-18T14:24:02Z

Dear all,

Please find the below instructions useful for troubleshooting issues with adding/installing printers.

 

Error message:

Windows cannot connect to the printer 0x00000057

 

Troubleshooting:

1)  On a machine with the same driver installed (and working properly), open Regedit, and browse to:

     HKLM\System\CurrentControlSet\Control\Print\Environments\Windows NT x86\Drivers\Version-3\

2)  Locate the subkey for the printer driver you are dealing with and click the key for the printer driver.

3)  Look for the “InfPath” on the right.  Note the path.

5)  Now browse to C:\Windows\System32\DriverStore\FileRepository and locate the folder indicated in the InfPath reg value. 

6)  Go to the users computer exhibiting this behavior, and browse to C:\Windows\System32\DriverStore\FileRepository and see if the folder is present.  In my case, the folder was present, but empty.  If it is here and it is empty, you will have to modify security on the folder, first taking over ownership, then granting yourself full control. 

7)  Once security is granted, copy the contents of this folder from a good machine to the machine presenting the 0x00000057.

 

Please try now to add/install the printer again and it should work normally.

ZRH - Acomm


link

ID: 207015059

Created at: 2016-02-18T14:06:52Z

Dell supplier for ZRH and Zug

 

ldeweck@hex.acomm.ch

 

Lionel de Weck

 
1 route de Monnaz
1112 Echichens
T:+41 (0)21 706 06 06

F:+41 (0)21 706 06 00

www.acomm.ch

 

Millogic Access


link

ID: 207695755

Created at: 2016-02-17T14:32:09Z

Dear all,

If someone cannot logon to Millogic please advise user to contact the following contact personel.

 

Amsterdam

Wilma Stroop

 

OrangeField

Jeroen Beijer

 

Kind regards,

Sonny Kwakman

Group - Orangefield - ADA Accountancy Install


link

ID: 207656935

Created at: 2016-02-15T10:34:35Z

Dear all,

Please find the install procedure for ADA Accountnacy Install here.

 

Kind regards,

Sonny Kwakman

Vistra Group - Offices - Cyprus - Quorum installation


link

ID: 207632545

Created at: 2016-02-11T15:38:00Z

Below steps explains the installation of Quorum for Orangefield users.

 

  1. Open Internet explorer and visit http://fc-appl:3030
  2. save AS the installer locally on c:\vistra
  3. Hold Shift and right click the installer. Run as different your admin.
  4. The server ip is required during the installation wizard:
    10.7.10.60 .Keep the port as default

  5. find the installer and move the data from: C:\Users\ADMIN!!!\AppData\Roaming\infoscreen\
    TO: c:\Program Files (x86)\quorum\
  6. Create a shortcut on desktop from qclient exe within from that foldder

Note: If Dotnet is missing the installation will install dotnet. Check if dotnet 4 is availble if any issues occur.

Europe - Zurich - Rebuh Installation


link

ID: 206937939

Created at: 2016-02-11T09:28:24Z

Dear all,

Please find instructions on how to install Rebuh in the attached document.

 

Please ask Susana Frey to set up users in Rebuh.

 

Group - Unable to open Mail (32-bit)


link

ID: 207608135

Created at: 2016-02-09T11:58:56Z

In Windows 7 x64 or Windows Server 2008 R2 the Mail (32-bit) applet shows a blank icon & does nothing when you click on it.

1 not working (modified)

However if you run it manually using the following command it runs just fine.

c:\Windows\SysWOW64\control.exe mlcfg32.cpl

Use the following steps to resolve the issue.

2 gone

LUX - eBRC


link

ID: 206913159

Created at: 2016-02-09T11:39:22Z

LUX Data Center

Highway A6 LUX-> Belgium

exit steinfort/cappelen/windhof

Service account manager
Gilles.fersing@ebrc.com
26 06 22 00
621 36 17 76

Client Care Centre
ccc@ebrc.com 

Tél. +352 26 06 555
Fax. +352 26 06 556

 

Racks

R11-60-A02
-1, turn right, 1st door right, 1st room right
left side, 2nd last rack

R12-70-B08
-2, turn left, 1st door left, 1st room left
right side, 2nd rack

 

 

5, rue Eugene Ruppert
L-2453 Luxembourg

Trinity / OFIZ New Email Addresses


link

ID: 206911929

Created at: 2016-02-09T10:08:42Z

Group - Arcserve - UDP node agent not reachable


link

ID: 207578285

Created at: 2016-02-04T17:14:10Z

Sometimes remotely reaching an ARCSERVE UDP agent webpage (https://server:8014) gives you the below sad face:

Cause:

This is because some older agent versions running on our hosts have an insecure DSA 128 SSL key which is hackable.
It affects agents all releases from D2D r16/16.4 ro UDP version5 update 3.

 

Solutions:

You need to sign a new SSL key and mount it to Tomcat on the server.

see Arcserve KB article:

https://arcserve.zendesk.com/hc/en-us/articles/204542275-On-Chrome-v41-UDP-D2D-For-Windows-web-pages-cannot-be-browsed-when-HTTPS-is-used

Offices - Amsterdam - Floor Plan B6


link

ID: 206801789

Created at: 2016-01-29T09:38:49Z

Dear all,

Please see the attached file for Floor Plan B6 (Machines, Users)


Kind regards,

Sonny Kwakman
IT

Offices - Amsterdam - Floor Plan B5


link

ID: 207487335

Created at: 2016-01-29T09:38:05Z

Dear all,

Please see the attached file for Floor Plan B5 (Machines, Users)


Kind regards,

Sonny Kwakman
IT

LUX - Telindus


link

ID: 206800929

Created at: 2016-01-29T09:03:05Z

 

Sebastien.HOCH@telindus.lu

Account Manager

 

calldesk@telindus.lu

preparateur.micro@telindus.lu

SLAteam@telindus.lu

 

 

2, rue des Mines
L-4244 Esch-sur-Alzette

T +352 53 28 20 563
F +352 53 28 20 580

Group - Bechtle


link

ID: 207481425

Created at: 2016-01-28T14:28:44Z

For Switzerland

Marion Gobbo

Account Manager

Bechtle direct SA

route des Avouillons 30
1196 Gland
Tel. direct  +41 22 999 69 96
Fax              +41 22 999 69 87
marion.gobbo@bechtle.com
www.bechtle-direct.ch

Screening Deployed User Account Creation


link

ID: 207477505

Created at: 2016-01-28T08:39:17Z

Please see attached. 

Unable to open PDF files in Internet Explorer with PDF Converter Professional 8


link

ID: 207470035

Created at: 2016-01-27T10:52:32Z

Unable to open PDF files in Internet Explorer with PDF Converter Professional 8

Problem:

When attempting to open a PDF file in Internet Explorer, one of the following circumstances may occur:

 

Cause:

The following are the main reasons why PDF files cannot be displayed properly within the PDF Converter Professional Web Viewer:

 

Solution #1:

Ensure that the Internet Explorer security settings are not set to "High". The "High" security setting can block the PDF Converter Professional Web Viewer from loading. Follow these steps to adjust the Internet Explorer security settings:

  1. Click "Start > Control Panel".
  2. Select "Classic View" on the left panel if it isn't already enabled.
  3. Double-click on the "Internet Options" link.
  4. Select the "Security" tab and then click the icon labeled "Internet".
  5. Adjust the security level to "Medium-high" or lower.
    • Note: If there is no slider available, click the "Default level" button to enable the slider.
  6. Click "OK" to save the changes.

Note: When running Windows Vista or Windows 7, "Protected Mode" may also cause problems opening PDF files. Disabling "Protected Mode" on the "Security" tab may resolve some issues.  For more information on Protected Mode, please see Technote 6729: "PDF files opened and saved from Internet Explorer do not appear in the save location specified".

 

Solution #2:

If the PDF Converter Professional Web Viewer is still failing after adjusting the Internet Explorer security settings, unregistering and re-registering the Web Viewer may resolve some issues. Follow these steps to re-register the Web Viewer:

  1. Close out of all applications, especially Internet Explorer.
  2. Click "Start > Run" to open the run dialog. It is also possible to use the "Windows Key + R" keyboard combination to open the Run dialog.
  3. Use the command below to unregister the Web Viewer. The path will need to be adjusted if PDF Converter Professional was not installed to the default location:
    • regsvr32 /u "C:\Program Files\Nuance\PDF Professional 8\bin\GPlusDocServer.ocx"
  4. A dialog will appear stating that the unregister server succeeded. If any other message appears, check that the file location is correct.
  5. Open the "Run" dialog again using the same method in Step 2.
  6. Use the second command below to re-register the Web Viewer. The path will need to be adjusted if PDF Converter Professional was not installed to the default location:
    • regsvr32 "C:\Program Files\Nuance\PDF Professional 8\bin\GPlusDocServer.ocx"
  7. A dialog will appear stating that the register server succeeded. If any other message appears, check that the file location is correct.
  8. The web viewer should now function properly.

Note: It may be necessary to use an elevated command prompt to execute these commands on Windows 7.  For information on using an elevated command prompt, please see Technote 6531: "How to register and unregister files from an Elevated Command Prompt".

 

Solution #3:

If after following Solutions 1 and 2, PDF files still cannot be opened within Internet Explorer, it may be an incompatibility with the website design. In this case, we recommend unregistering the Web Viewer and leaving it disabled. When accessing a PDF file with the Web Viewer disabled, a message will appear prompting the user to open or save the file. Clicking "Open" will open the PDF file within the PDF Converter Professional application, rather than the Web Viewer.  Clicking "Save" will prompt the user to specify a location to save the file to.

Note: To unregister the web viewer, follow Steps 1 through 4 of Solution # 2. Do not re-register the Web Viewer by completing the remaining steps.

Update client Unity on local machines


link

ID: 207433685

Created at: 2016-01-22T12:44:48Z

As we have updated Unity to the latest version we have to install the latest client version on the local machines as well. 

  1. Close all office applications
  2. Open Control Panel -> Programs and Features
  3. Remove older Access runtime and unity on user’s pc 
  4. Install \\cypsrvsql001\Unity\Access2010RT\AccessRuntime.exe
  5. Install \\cypsrvsql001\Unity\Setup\setup.exe

    Follow the steps of the Install Wizard. At the end of the install a progress screen like the one below in the screen shot will pop up and should contain lots of green ticks. If this is not the case then please use the button at the top of the screen to copy the text and paste it into an email and send it to Unity support for review.

  1. If the install was successful you can now open Elements. Under Start -> All Programs -> Unity Software you should find two databases: 'Unity Elements' and 'Unity Elements Test'

  2. Please open one of the two databases and ensure you can:
  3. Remove old shortcuts and create new ones
  4. Run unity and let the user test it
  5. Move on to the next PC

 

Additional information (Troubleshooting)

IF there is any issues regarding the underlying XLS files in Unity you need to change the paths:

 

You will also need a DSN reg key as per below. The Value data will be the name of  the database.

When you open Excel using the FX Import option in unity the database path should be entered as follows:

 

Permission Unity Users

When multiple people in the office are unable to access or add accounts.

Call Laura Michael or Nick Terry, they have Admin rights on Unity.

 

In Unity go to security and choose "Permissions".

This opens the Permissions option.

Choose Unity form for the Object type. Then select the "group".

Only "admins" and "Users" groups are being used by the Cyprus office.

For the users, all Four settings need to say yes, this can be done by selecting one and press the green check mark in the left-hand corner.

Let the user log out of Unity and back in, the permission changes are immediate.

 

If you're still having issues please contact Microgen.

application.mgt@microgen.com

Group - McAfee launch agent command


link

ID: 207430845

Created at: 2016-01-22T09:18:58Z

 

if you cannot see the McAfee icon in the task bar, please run this command:

cd C:\Program Files (x86)\McAfee\Common Framework\

CmdAgent.exe /s

SGP Screening Deployed Client installation and ODBC Setup Guide


link

ID: 206734049

Created at: 2016-01-21T02:47:07Z

Screening Deployed Client installation

     1. Run ScreeningDeployed5.6.32.msi

 

 

    5. Install SQL client 2012 (Optional, if the PC/Citrix server doesn’t have)

ODBC Setup

USER DSN Configuration: (must be configured on the users’ profile. i.e must be logged in as the “User “ in his/her own PC or citrix session)

  1. Go to ODBC Data Source Administrator > click “ADD”

(x86) C:\windows\system32\odbcad32

(x64) C:\windows\sysWOW64\odbcad32

Create New Data Source > Select SQL Server Native Client 11.0


    2. Copy the settings on the screenshot below and click NEXT (The values will defer depending on the ODBC connection that was used to generate the screening deployed describe file)

       

     3. Copy the settings on the screenshot below and click NEXT

Login ID: sgpsdws

Pw: (in pw db)

  4. Copy the settings in the screen shot below and click NEXT

   

    5. Click Finish and Click on “test Data source” > connection must complete successfully

 

    6. Open Investigator application

("C:\Program Files (x86)\Screening Deployed\investigator.exe) – 64bit PC

("C:\Program Files\Screening Deployed\investigator.exe) – 32 bit PC

 

Login details

Username: W001

Pw: test1ng

A successful log in will mean that the USER DSN is working properly

 

END…

 

 

 

 

Europe - Bomgar PAM Console Monitoring and approval


link

ID: 206633699

Created at: 2016-01-12T15:42:56Z

The below instructions are meant for approving and monitoring the sessions which take place by third party support companies. Please see This Article To instruct third parties how to connect to Vistra's systems.

 

Approve a session:

When a Third party tries to access our system, they first select a system inside their PAM console and request for Access. The request includes the followwing information:

see below the request screen:


An E-mail will be sent including this request to the required approver(s). Depending on which group requires access one of the below mail group is used.

- zz Email - Bomgar support approval (ITsupportbomgar@vistra.com)
- zz Email - Bomgar Senior approval (Seniorbomgar@vistra.com)

 The email includes a hyperlink where the session can be approved including a comment. The comment will be shown to the requester upon accessing the server. 

see below the approved notification which the third party recieves:

Monitor / Take over session

Third party sessions to Bomgar PAM is visible to Business system and Selected IT support members. Bomgar PAM console makes it possible to monitor or take over a session. The below steps helps you in using Bomgar Pam Console:

Start installing the Bomgar Pam Console from Sources$. Upon first run please pin this application to Windows task-bar for later access

  1. Use your domain admin credentials to login:


  2. If you followed the above steps correctly you should see the Bomgar PAM Console in your screen:
    a) Select all teams
    b) see the connected third parties and select one and hit (d)monitor/take Over(this will show their console.
    c) Select an active session to one of our server and hit (d)monitor/take over(this will show the console including their session to our server.
    e) Select the user to chat or send/recieve files or show your screen.

Note: when monitoring or taking over a session, confirm selecting the correct third party's screen. You will only see the Bomgar window on the correct screen by selecting that screen.

Group - Adobe - Content Preparation Progress


link

ID: 207320375

Created at: 2016-01-12T13:55:09Z

When opening pdf files it opens Content Preperation and it takes a long time to open documents.

Message: Content Preparation Progress. Please wait while the document is being prepared for reading.

 

Solution:

1. Go to Edit > Preferences > Reading.

2. Under "Screen Reader Options" select "Only read the currently visible pages".

 

 

Group - Printer - Clean local print drivers


link

ID: 206629849

Created at: 2016-01-12T10:02:25Z

How to clean local print drivers from users machine
When a user has problems with printing from their pc you can check if there are non-related printers installed on the machine. (for example: HP, Konica Minolta, Xerox)

To clean the print drivers you should follow the following steps:

1. Run cmd > net stop spooler

2. Clean up the registry:
In the following registry key, Remove all unwanted subfolders but leave the Microsoft and PDF print drivers.
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environment\Windows x64\Drivers\Version-3

3. Clean up drivers folder.
in below folder Add a extra vieuw column in explorer named “company”
C:\Windows\System32\spool\drivers\x64\3
Remove all .dll files from HP, Konica Minolta, Xerox
You might want to kill tasks which are holding these dll files using task manager

4. Run cmd > start net spooler

5. Run printui /s /t2
Check if there are still printers installed which needs to be removed, and if needed remove them from here.

6. Add necessary printers via: \\amssrvprn001

GFI - Events Manager licensing issue


link

ID: 207313125

Created at: 2016-01-11T14:57:41Z

if the Events Manager shows with a licensing issue.

 

Then you need to close Events Manager.

go to here:

C:\Program Files (x86)\GFI\EventsManager2013\Data

rename toolcfg_licensing.xml to toolcfg_licensing.xml.bak

and copy the new file attached

 

launch the Events Manager and enter the valid license.

 

LUX - POST


link

ID: 206598879

Created at: 2016-01-07T14:47:44Z

POST (= P and T)

Account manager
raphael.geron@post.lu
Tel. : +352 2462 5275

POST Telecom
1, rue Emile Bian L-2996 Luxembourg
www.post.lu

 

Network team:
noc@post.lu
Tel: +352 8002 7766

Service desk:
servicedesk@post.lu

 

Mobile phone issues:
corporate.telecom@post.lu

Tel.: 8002 2400 / +352 2462 - 2400

 

internet details:

eBRC:
DIA Circuit ID 1295150890 200/100 MB/s - 880€
+ IPv4 adresses Circuit ID 134086033 - 25€

10G Adva
eBRC<-> Verbois (office)
Circuit ID 12752555 2x10GB/s failover, only 1 active line
3817€/month

 

office:
Fibre L Circuit ID 24527484 200/100 MB/s - 65.8€ -> dirty Wifi

Fibre M Circuit ID 129665740 100/50 MB/s - 40.33€ -> backup Wifi

 

mobile
Account Number
300205626

Customer Number
100196326

Europe - Bomgar PAM third party guide


link

ID: 207290235

Created at: 2016-01-07T11:13:54Z

The below instructions are meant for Third parties on accessing the authorized systems inside Vistra network. You can also use the attachment to inform the autorized parties. 

  1. Visit the Vistra Citrix Webpage https://nlcitrix.vistra.com/ and Login using your credentials and token.
  2. Click on the following application and accept the policy agreement.
    Note: You need Citrix receiver installed. If you are visiting the website on the a non-Microsoft web Browser you need to manually run the downloaded Citrix connection File after download.

  3. Login with the same windows credentials in the next screen:
  4. If you followed the above steps correctly you should see the Bomgar Console in your screen:
  5. You will see the servers which you can request access for. Double click on a server to request access. Describe the reason for this connection and the time you need for this session.

    The required approver will receive an email which needs to be approved first.
  6. Once approved you will get a popup inside the Bomgar Console which indicated the session is approved.
  7. Inside Bomgar console, double click on the approved server again to start an RDP session. Login using the same windows credentials in the below popup
  8. If you have followed the steps correctly you now have an RDP session to the server:

Share file Licencing - Monthly Task M17


link

ID: 207282665

Created at: 2016-01-06T13:54:51Z

Share file Licencing - Monthly Task M17
RP - 06/01/2016

1) Open - \\work.local\itsupport\Global\Sharefile Licensing

2) Log into - https://chevault.sharefile.com (Log in details in Password Database)

3) Click “Manage Users” then click “Browse Employees”

4) Now you can view all the employees you can now perform a comparison yourself between the Sharefile database & the spreadsheet (\\work.local\itsupport\Global\Sharefile Licensing) under the “CHE” Tab on the spreadsheet.

5) If you notice any users that are on the Sharefile database but aren’t on your spreadsheet then add them to the spreadsheet so you have a complete mirror comparison as the Sharefile database.

6) Once you have completed CHE you can now move onto doing the same check for LUX Vault by logging into - https://luxvault.sharefile.com (Log in details in Password Database)

7) Click “Manage Users” then click “Browse Employees”

8) Now you can view all the employees you can now perform a comparison yourself between the Sharefile database & the spreadsheet (\\work.local\itsupport\Global\Sharefile Licensing) under the “LUX” Tab on the spreadsheet.


9) After you have checked all the staff please ensure you do a total (As shown below) on both CHE & LUX.

10) Final Part - Click on the Licences tab, browse to - \\work.local\itsupport\Global\Accounts\OrdersIndex & update the spreadsheet with any recent purchases of Sharefile licences for both CHE & LUX.


Task Complete

FOG - Deploy IMAGE


link

ID: 206533099

Created at: 2015-12-24T15:45:55Z

in FOG enabled offices, building/reimaging PC's are done though Image deployment using FOG server. This guide will explain how to use FOG to Deploy images to new and used machines. It is important however to remove existing PC's from Epolicy(EPO).

 

Process Summery:

The following steps are taken place to deploy a PC. 

  1. Register host/s by either preferred method
  2. Join the host/s to the right group (only if imaging and leave it there)
  3. Deploy image by either preferred method
  4. Postimage: Wait until PC is up and run the postimage
  5. Drivers: After reboot run the autoinstall drivers.
  6. McAfee: move the host in McAfee Epo to the right group

 The next part of this KB will explain the above steps in details. the preferred method is using PXE menu.

Detailed process:

The below detailed instructions explain how to deploy an image. NOTE!!: when buying PC's in batch, make sure the supplier is pre-enebling the below and providing you with a list of MAC-addresses.

 

  1. In Bios change the setting to allow NIC and PXE booting. You also need enable NIC in boot sequence:

  2. Boot the PC using F12 key and select boot to NIC.
  3. keep pressing the ARROW KEYS to avoid the machine skip the FOG PXE. untill you see the below menu.
  4. Depending Whether the PC is new or used you should see the following screens. You need to Register new PC's First before being able to Deploy image on. Follow the steps:

 

New Machine
Register and deploy
Used Machine
Deploy

Upon selecting the Full host registration a Wizard will guide you through the process:

  1. Type in the PC name (example: AMSWRK###)
  2. Select the latest Image file (use ? for help)
  3. type Y and Select the Correct Group (use ? for help) Example: AMS
  4. Type N for Product Activation
  5. Y for adding to AD
  6. Leave the Primary user blank
  7. Leave TAG1 and TAG2 blank
  8. Y for deploying the imaging in to this PC
  9. Enter your FOG Username and Password.
  10. Force Shut down PC and start via PXE again.
  11. Image will download to the PC now. Wait until you see the desktop. or are able to login using your domain account.
  12. From desktop Run the green postimage icon shown in the right column.
  13. Login with an admin account and run the autoinstall driver script from sources twice 
  14. Move to activate and Encrypt the PC in MacAfee Epolicy from lost&found>Workgroup.

After selecting Quick Image follow the below steps to Deploy the Image to this PC: 

  1. Enter your FOG Username and Password
  2. Image will download to the PC now. Wait until you see the desktop. or are able to login using your domain account.
  3. From desktop Run the green postimage icon shown in the right column.
  4. Login with an admin account and run the autoinstall driver script from sources twice 
  5. Move to activate and Encrypt the PC in MacAfee Epolicy from lost&found>Workgroup. remove any double hostnames.

 

This is how the Postimage on Desktop Looks like.

 

Release button Xerox printer disappear


link

ID: 206511259

Created at: 2015-12-21T13:42:17Z

  1. Login to printer. Expand 'login / permissions / accounting' -> 'accounting method' -> edit -> change accounting method to 'network accounting'


  2. From here, login to the amssrvprn001 -> open Equitrac Office Manager -> select the printer and full in the correct Admin ID and password -> Initialize. This will take up to 5 minutes, the printer will be rebooted

  3. This should add the 'release button' again

ZRH - First frame


link

ID: 206510319

Created at: 2015-12-21T11:28:33Z

 

support.vistra@firstframe.net

office@firstframe.net

 

Silvio Romano (Client manager)

Silvio.romano@firstframe.net

+41 41 768 08  37

 

Daniel Staub

Daniel.staub@firstframe.net

+41 41 768 08 23

 

Loris Duttweiler

Loris.duttweiler@firstframe.net

+41 41 768 08 70

 

further information

http://www.firstframe.net/de/unternehmen/networkers.html

Tel 041 768 08 00

 

first frame networkers ag
ict services + ict security
haldenstrasse 1 ch-6340 baar
fon +41 41 768 08 23
web www.firstframe.net
www.cloudzug.ch

LUX - DELL


link

ID: 207179065

Created at: 2015-12-17T12:25:34Z

Inside Sales Account Manager

Alex_Van_Nuffel@Dell.com

+352 2630 4740

 

Alain_Caplier@Dell.com

Christel_Renders@dell.com

 

http://www.dell.com/premier

 

https://techdirect.dell.com

support  : +352 342 08 08 075

Pro-Support : +352 24 87 10 36     

Europe - useful links


link

ID: 207127955

Created at: 2015-12-14T09:11:58Z

OpsView:

https://10.30.10.200

https://opsmon.vistra.com/monitoring/

 

Mimecast:

https://console-uk.mimecast.com/mimecast/admin

 

McAffee:

https://luxsrvepo01:8443

https://amssrvepo001:8443

https://zrhsrvepo01:8443

Safenet:

https://cloud.safenet-inc.com/console/Snapshot.aspx

Racktables:

racktables.vistra.com


Bomgar:

https://nlpam.vistra.com/login/

https://it.remotesupport.vistra.com/login/pre_login_agreement

Nimble:

https://infosight.nimblestorage.com

Jersey: https://10.4.10.105/

London: https://10.39.10.105/

 

UDP:

https://amssrvstore001:8015/

https://cypsrvstore001:8015/

https://jersrvstore01:8015/

https://ldnsrvstore001:8015/

https://luxsrvstore01:8015/

http://zrhsrvstore01:8015/

 

Bluecoat:

https://portal.threatpulse.com/

http://portal.threatpulse.com/dashboard/dashboard.php

https://trust.bluecoat.com/

 

Domains:

http://vistragroup.toolpad.com/lib/php/login.php

https://my.ixwebhosting.com/login#

https://www.dns-dashboard.com/login.php

https://www.europeregistry.com/

 

Meraki:

https://account.meraki.com/login/dashboard_login?go=

 

SAS Cloud:

https://cloud.safenet-inc.com/console/Default.aspx

 

LoopUP

https://my.loopup.com/

 

webmails:

https://luxwebmail1.vistra.com

https://nlwebmail.vistra.com/

https://chewebmail.vistra.com/

https://jerwebmail.vistra.com/

https://ukwebmail.vistra.com/

 

webmail archives:

https://luxsrvarc01/...

 

Sharefile:

https://luxvault.sharefile.com (only LUX)

https://chevault.sharefile.com

Group - Bomgar - Support Users


link

ID: 206290059

Created at: 2015-12-07T17:09:41Z

Create new support user

Depending on the User's Function add the admin username in on of the below AD groups:

Application - IT - Vistra Group - Bomgar ITreps
Application - IT - Vistra Group - Bomgar ITreps CEE
Application - IT - Vistra Group - Bomgar ITManagers
Application - IT - Vistra Group - Bomgar BSreps
Application - IT - Vistra Group - Bomgar BSManagers

How to support users with Bomgar

There are different ways to support users using Bomgar. Please decide the best possible method depending on the situation and below chart:

link to support Portal: https://nlremotesupport.vistra.com/

 
Method Inside Vistra Outside Vistra
Support Portal > Session Key YES YES
Support Portal > Select engineer YES YES
Jump client * YES No
Jump to YES No
 Support Button ** YES Yes

*= Needs GPO Deployment
**= Needs Manual deployment

 

Jump Client:

This method is the fastest and easiest support method. "Jump Client" is a bomgar client tool which runs on Windows clients and is deployed through GPO. The current available offices are Amsterdam and Luxembourg. This feature will expand in other offices. Once this is done the pc will be available right from the Rep console. Unlike Jumping to a PC this method does not need installation which saves you time on connection 

  1. Search for the computer inside your Rep. Console.
  2. Check if the right person is behind the pc:
  3. Double click or hit  button to remote connect.


 

Jump to:

In case the Jump client is not deployed or missing you can also manually run it:

  1. in Rep console click on top of the screen on Jump to...
  2. Select the correct JumpPoint where the PCin that Hub.(example: Jersey for LDNWRK pc’s)
  3. If login screen appears. Login using your admin account.
  4. Ask for user to accept.

 

Support Portal - Select Engineer

This method works best for following situation
- The client is outside Vistra's network
- Non of the previous methods works for clients

  1. Ask the customer to visit the Support Portal page and click your name.
    https://nlremotesupport.vistra.com/
  2. Ask the customer to click on the orange link and click run in the new screen.
  3. Go to your Rep Console and accept the support request:


 

Support Portal - Session Keys

In unique situation when non of the above works(lack of user knowledge) you can generate a session key and email it to the user.

  1. in your Rep. console click on the Session key
  2. Decide the expiration time and send the link by either using your local outlook (Send local Email) or paste it in an email using Copy URL
  3. When the customer opens the received link bomgar client will automatically download. The customer needs to run the client once download is completed.
  4. you will recieve a request inside your Rep. console which you need to accept.

Group - SAS Self-service portal for enduser


link

ID: 206991465

Created at: 2015-12-07T08:58:24Z

Please see attachment below:

Group - Get remote settings - Serial/Mac address


link

ID: 206236369

Created at: 2015-12-04T14:21:57Z

If you need some remote information from a workstation:

launch CMD and type in this commands

wmic /node:ABCWRKXYZ csproduct get identifyingnumber

wmic /node:ABCWRKXYZ nic get macaddress

 

Europe - Set up workstations


link

ID: 206931915

Created at: 2015-12-04T07:50:00Z

Vistra IT or local IT need to do the first part, see file attached.

 

Then RDP to the workstation and install:

Adobe Reader, Citrix, Java, Microsoft Office, Nuance PDF and McAfee,

Windows updates (WSUS or GFI LanGuard)

 

For LUX workstations see file attached.

 

Add the new workstation to the WOL scripts.

Group - Delete Exchange user without deleting in AD


link

ID: 206838325

Created at: 2015-11-30T09:44:50Z

In some cases we need to leave the users account in AD

in the exchange power-shell you type:

Get-Mailbox <user>

to verify the user and mailbox as show below:

 

then you type:

Disable-Mailbox <user>

and say Y:

Amsterdam - Equitrac Follow me printing


link

ID: 206174751

Created at: 2015-11-27T11:19:11Z

Users have the below red marked print queues in Amsterdam which they receive through GPO on logon. These print ques are installed on AMSSRVPRN001 and are virtual print queues. The physical queues are also installed on the same server. Equitrac database and services are installed on the same server. The services depends on windows standard services. example: DNS client service

When a user prints to these printers, the job will be held on the server until the same user authenticates on a printer. The job will then be forwarded to the physical print queue which is also installed on the same server. On the server use this shortcut to see the held jobs. You need to open the window from the taskbar after running this shortcut.

 

Card authentication:
A new user needs to swipe hes/her schiphol pass and login using the same Windows username and password to register the pass(card)

Alternative authentication:
In case the user don't have the Schiphol CARD, an alternative pincode may be needed to be created using the following steps:

  1. On AMSSRVPRN001 run the following shortcut as administrator and connect to locahost
  2. In the new window click on Users(A) and select the user by clicking (B)
  3. Enter a unique 4 digit number(C) hit OK and give this pin to the user.

Troubleshooting

Users are having Printing issues:

Cleaning the queue:

Use this only if the problem accures on all the printer and the above solution does not solve the issue.

  1. Stop EQ DRE Service
  2. Clean spool folder
    C:\Documents and Settings\svcamsprn\Local Settings\Application Data\Equitrac\Equitrac Platform Component\4\EQDRESrv\EQSpool
  3. Start EQ DRE Service

 

Printer Inventory Amsterdam:

7th Floor

Entrance Left = 10.40.30.71
Entrance Right = 10.40.30.72

Pantry Left = 10.40.30.73
Pantry Right = 10.40.30.74

HR Left = 10.40.30.75
HR Right = 10.40.30.76

8th Floor

IT Left = 10.40.30.86
IT Right = 10.40.30.85

Support = 10.40.30.87

Entrance Left = 10.40.30.81
Entrance Right = 10.40.30.82

Pantry Left = 10.40.30.83
Pantry Right = 10.40.30.84

 

 

Asia - Policy - Mapped Drive Policy and groups


link

ID: 206170731

Created at: 2015-11-27T08:11:54Z

Mapped drive are assigned through Group Policy Objects across sites, devices, groups and in some cases even specific users. the following instructions explain how these policies are assigned and how to look at the attached sheet in this article.

The mapped group policies are assigned in multiple layers. See the corresponding Sheet columns (X) below in red. Please read the explanation and scroll down to download the excel sheet.

Sheet
Column
Explanation of each Column
(A) group policy name (GPO)
(B) What drives letter/s GPO is mapping
(marked red if not unique)
(C)

Each drive letter has its own UNC share path.
Note: a drive letter might be used for more than one share. these drive letters are marked red in the sheet. 

example: T drive in office A might be different to T drive in office b (different path)

(E)(F)

The GPO will apply to the specified group/s and/or user/s

(H)(I) (J) The GPO is linked to 1 or more OU container in AD.
(M)(O) filter: Even when you are part of the groups mentioned, sometimes you do not get the mapped drives required. This is because in same cases you also need to be part of more than one group to get that GPO applied to you.
(L) (N) The columns  indicates if is mandatory or optional
(required either of the groups or both)

Group - Policy Hub IE Settings


link

ID: 206157731

Created at: 2015-11-26T14:48:52Z

Please be advised that Policyhub uses SSO (single sign on)  which connects to our ADFS (Active Directory Federation Services) server located in Amsterdam.

For the SSO process to work in IE we have deployed IE settings via a group policy.  If you receive the below you will need to look at why the policy has not worked\applied however you can manually configure IE with the below settings to get SSO working:

Let either Wendy or Maro know if you have any further questions.

Example: Authentication prompt when IE Settings are incorrect



IE Settings

1)


2)

Group - Configure SAS Radius server on CSG Server


link

ID: 206009142

Created at: 2015-11-26T06:29:52Z

Please see attachment below:

Group - Mobilepass guide for enduser


link

ID: 206007372

Created at: 2015-11-26T03:36:36Z

Please see attachment below:

Europe - Policy - Mapped Drive Policy and groups


link

ID: 206134931

Created at: 2015-11-25T12:49:26Z

Mapped drive are assigned through Group Policy Objects across sites, devices, groups and in some cases even specific users. the following instructions explain how these policies are assigned and how to look at the attached sheet in this article.

The mapped group policies are assigned in multiple layers. See the corresponding Sheet columns (X) below in red. Please read the explanation and scroll down to download the excel sheet.

Sheet
Column
Explanation of each Column
(A) group policy name (GPO)
(B) What drives letter/s GPO is mapping
(marked red if not unique)
(C)

Each drive letter has its own UNC share path.
Note: a drive letter might be used for more than one share. these drive letters are marked red in the sheet. 

example: T drive in office A might be different to T drive in office b (different path)

(E)(F)

The GPO will apply to the specified group/s and/or user/s

(H)(I) (J) The GPO is linked to 1 or more OU container in AD.
(M)(O) filter: Even when you are part of the groups mentioned, sometimes you do not get the mapped drives required. This is because in same cases you also need to be part of more than one group to get that GPO applied to you.
(L) (N) The columns  indicates if is mandatory or optional
(required either of the groups or both)

Group - Help desk guide for SAS portal


link

ID: 205990912

Created at: 2015-11-25T09:59:37Z

Please see attachment below:

Group - Creating Domains


link

ID: 206111611

Created at: 2015-11-24T12:05:27Z

New domain solution for creating domains, called Com Laude.

1) You need to send the attached form to the requester to fill it out and got it approved by the local MD

 add the information to the order index sheet

 

2) go to https://www.dns-dashboard.com

select Domains - Order

 

enter domain names that you want to check:

check the availability and select the correct domains and click on order

fill out the details:

click on order:

check domain:

 

 

 

Group - Provision Mobilepass token to user on SAS portal


link

ID: 205969682

Created at: 2015-11-24T08:45:59Z

Please see attachment below:

Group - Assign a hard token to user on SAS portal


link

ID: 205969662

Created at: 2015-11-24T08:45:17Z

Please see attachment below:

Group - PolicyHub IT Admin Guide


link

ID: 206105741

Created at: 2015-11-24T04:32:03Z

- see attached below

Europe - Laptop setup


link

ID: 205954402

Created at: 2015-11-23T15:22:05Z

Do initial set up by Vistra IT or local IT.

name the laptop like ABCLAPXY

as ABC = office location

XY = number

example: GVALAP02, LUXLAP06

 

user = europe-IT, password in db, t...t

user2 = user, password LetMeIn

 

giver user admin permissions

passwords never expires on the two accounts

 

go to control panel
user accounts and family
user accounts
change user account control setting

 

disable Win10 upgrade (GWX)

A) disable GWX

1. Type regedit in RUN or Start search box and press Enter. It'll open Registry Editor.

2. Now go to following key:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows

3. Create a new key under Windows key and set its name as GWX

So the final key path would be:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\GWX

4. Now select GWX key and in right-side pane create a new DWORD DisableGWX and set its value to 1

B) disable OS Upgrade
1. Now go to following key:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows

2. Create a new key under Windows key and set its name as WindowsUpdate

So the final key path would be:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\WindowsUpdate

3. Now select WindowsUpdate key and in right-side pane create a new DWORDDisableOSUpgrade and set its value to 1

 

uninstall all not needed software

 

install

Java

Citrix receiver

Adobe Reader + Flash

Chrome

 

from Sharefile:

MS Office without Outlook

Nuance PDF

 

McAfee 

refer to this link:

https://itsupport.vistra.com/hc/en-gb/articles/208051475-Europe-Offline-Laptop-Encryption

 

Europe - install Gemalto Banking IDBridge CT710 reader


link

ID: 205914102

Created at: 2015-11-20T17:27:11Z

To install  /fix the Gemalto Banking IDBridge CT710 reader

Step 3 and 7 are very problematic while supporting the user under their own session.

  1. Check whether the device is properly recognized with the device manager. (I found 1 faulty card reader not showing anything on its display).
  2. Install the X64 driver: https://www.barclayscorporate.com/importantinformation/important-information/pin-pad-drivers.html
  3. Check if you get the binary (exe files) in C:\Program Files (x86)\gemalto
    - Corrupt REG keys / insufficient access result in faulty installations and end up with insufficient amount of files(no exe files) (use M$ FIX it)
  4. Add site to trusted zone and change the zone to accept any kind of ActiveX and set it up to low (Say Yes on the warning).
  5. Install the latest 32bit offline java from https://www.java.com/nl/download/manual.jsp
  6. Make sure older versions are gone(setup path and IE addon) and clear java cache from control panel.
  7. Check whether IE is running 32 bit mode through task manager (starting from the right path is not enough)

    Reset IE and delete cookies (don’t delete favorites/forms/password)
  8. Verify java being recognized correctly http://www.java.com/verify
  9. As a troubleshooting step you can also check the java add-on not being disabled in IE 

 

IE = Internet Explorer
M$ = Microsoft

Jersey - Uniflow Remote assisting to printers (MFD's)


link

ID: 206031181

Created at: 2015-11-19T16:52:06Z

Remote assisting to MFD’s / Uniflow – Jersey

1) Remote desktop to “JERSRVPRN01”

2) Launch “Viewer” on your desktop. Can also be found in (C:\Program Files (x86)\Canon Remote Operation Viewer 2.0).

3) Enter the IP Address of the Printer you want to connect to & click “OK”
JERMFD01 – 10.4.30.101
JERMFD02 - 10.4.30.102
JERMFD03 - 10.4.30.103
JERMFD04 - 10.4.30.104

4) Password can be found in the password database under..
(Vistra/Jersey/Printers/Remote Assisting MFD Uniflow Screen)

5) You will now see the interface of the printer, you can watch what the user is attempting to do if they are experiencing a problem.

6) If you would like to log into the machine as an admin click “PIN Code” 

7) You will be able to log into the admin interface of the printer. Password can be found in the password database under..
(Vistra/Jersey/Printers/Uniflow Admin Password)

8) Process complete

Jersey - Uniflow Assigning a Temporary Pin


link

ID: 205883072

Created at: 2015-11-19T10:18:58Z

Uniflow Jersey  - Assigning a temporary pin
RP 18/11/2015

1) Remote desktop to “JERSRVPRN01”

2) On your desktop you will see the below. “Uniflow Server Configuration”, Launch this.

3) Click “Continue to this website”

4) You will be asked to log in, click on the PIN option on the right hand side & the password to log in is in the Password DB.

5) You will then be able to see the Uniflow interface, click “Base Data” on the right hand side, then click “User”.

6) You will now be able to see all the users that are imported in Uniflow.

7) To search for the user that has forgotten there access card & needs a temporary pin code to print use the below highlighted filter function to search for the user.

8) Once you have found the user you want to assign a temporary pin code click on the user

9) Click “Add Identity”

10) Under the “Identity Type” you will see a option to choose called “Pin Code”, choose pin code.

11) Set a Pin Code under the “Value” column & click “Add Identity”


12) Click “Save + Back”

13) Set a reminder to remove the PIN Code the next morning.


14) Click the RED Cross (as shown below) to remove the pin code from the users account

15) Process complete

Group - Sharefile license check


link

ID: 206008391

Created at: 2015-11-18T15:20:41Z

login to

LUXVAULT.sharefile.com and CHEVAULT.sharefile.com

You will find the password in the password database manager

go to the Admin section

and check the licenses (employes)

it shows 6 out of 10, so we are good.

 

now we go to the manage users section

and browse employees

 

please send all of them an email if they still need to have access.

 

***create email and attach***

 

 

 

Creating a User in Zendesk


link

ID: 205868062

Created at: 2015-11-18T14:48:15Z

Creating a User in Zendesk
RP - 18/11/2015

1) Open Zendesk - https://ovgroup.zendesk.com/

2) Hold your cursor over “+Add”& click new.. “User”

3) Fill in the new user’s details & click “Save”


4) Now the user has been created you will need to fill in all of the highlighted below fields..

- Ensure that the correct time zone is set
- Username
field is entered
- Job title field is entered
- Office (Location) field is entered

Note - You should be able to get all this information from Active Directory if you have already created them as a user object.



Once all of those have been filled out it is important that the tag “timezoneset” has been filled in under the “Tags” field.

Please note for CEE staff to add “vistracee” as a tag.

5) Process complete – note that this is important that these fields have been filled in for Zendesk reporting reasons.


MAD - ADSL Router reset


link

ID: 205983911

Created at: 2015-11-17T13:20:17Z

If the connection is lost and also firewall rebooting is not resolving the issue.

 

Then you need to reset the router

 

You should have access to 192.168.1.1

open a web browser to 192.168.1.1:8000

change IP address to 10.26.10.100

subnet mask: 255.255.0.0

login to 10.26.10.100:8000

 go to Management

 

upload the attached config file to the router

Group - Out Of Office setup


link

ID: 205825712

Created at: 2015-11-16T17:16:37Z

current version 1.33_1611215
There is now a tool with GUI available to manage out of office for users. The following instructions explains running and using this tool.

Running the tool: 
Login to one of the admin servers and Run the OOO_v1 program from desktop:

  • AMSSRVADMIN001 (fastest)
  • LUXSRVADMIN01
  • JERSRVADMIN001
  • ZRHSRVADMIN01 (little slow)
  • HKGSRVADMIN01
<-icon

Using the tool:
The basic workflow is:
- Request the user from exchange
- change his/her setting and message
- Save changes

See the screenshot below.
Each red marked number refer to the step below.

Optional: use the corresponding SRVEXC / USER / SRVAdmin for connection to get fast responses.

  1. check your server and Click login.
    You will see a notification when this is successful:
    "Logged in successfully, there you go!"

  2. Start Typing the person's name / username in the DropDown field.
    There is some auto complete functionality which you'll notice while typing.

  3. Hit the "Show Stat"  button to request the current Out of Office setting of that particular user.
  4. Enable/Disable the out of office as requested.
  5. Set internal/external/date options as requested.
  6. Fill in the internal/external  message as requested. (type Arial for font)
  7. Save Changes
  8. Hit Show Stat(3) to review the changes being applied and use the red icon on the top right corner to exit.


Pixel Building - Connection 1st floor <-> 4th floor


link

ID: 205889351

Created at: 2015-11-11T15:00:57Z

POST has installed a new small switch for the IP Telephone

Ports information on the panel

Port1 internet - small switch netgear gs205
Port2 ip tel - switch post ip tel LEBC
Port3 ip tel - switch post small ip tel Vistra
Port4 vistra network - port1 cisco switch

LEBC = Leon Edward Business Center

 

 

 

 

 

 

Group - McAfee EPO repository jobs fail


link

ID: 205860341

Created at: 2015-11-10T13:22:42Z

If the repository jobs fail all the time with an error "Update Master Repository (error.-2147467259)" please follow the bellow procedure

Go in the Master repository in EPO web interface

Select "Current" in the field preset and delete the DAT file.

Repeat the same selecting "Previous" and "Evaluation"in the "Preset" field.

Restart the EPO services.

Relaunch the repository 

 

Group - McAfee EPO upgrade to version 5.3.0


link

ID: 205858181

Created at: 2015-11-10T12:22:24Z

To upgrade EPO from 5.x.x to version 5.3  you have to follow the bellow steps :

CAUTION : Do not upgrade from 5.1.2 to 5.3. In this case go thru an intermediate version first (5.1.3 for example)

1/ Verify that the EPO SQL database has been backup correctly and create a checkpoint of the EPO server.

2/ Delete the temporary / log files of EPO software:

-Stop EPO services.

-Delete the file under the bellow folders:

-Start the EPO services

3/ In the folder "UpgradeCompatibility" of the EPO package you downloaded , run the "UpgradeCompatibility.exe" file and install the needed modules on the EPO server.

4/ Once "Upgradecompatibility.exe" states that the system is upgrade ready , Run the "Setup.exe" of the EPO package

5/ Verify that all the jobs are working (repository update, build new PC, encryption..)

 

 

 

Barcelona - install Agencia Tributia Canaria models


link

ID: 205843391

Created at: 2015-11-09T16:19:58Z

 

go to this webpage

http://www.gobiernodecanarias.org/tributos/portal/jsf/publico/inicio.jsp

chose the blue arrow for downloading

Modelos Tributarios / Programas de Ayuda

chose

Tributos R.E.F. Int. y Propios

download the exe file (if necessary the .ZIP file)

 

connect to AMSSRVCTX05

copy the file to

C:\Support\

open cmd

type "change user /install" and hit enter

install the IGIC to this folder

C:\Program Files (x86)\Gobierno de Canarias

 

copy shortcut to

C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Gobierno de Canarias

 

 

 

Jersey - JT account manager


link

ID: 205691752

Created at: 2015-11-09T12:33:35Z

James Long  

|  Business Account Manager  |  Global Enterprise Business Unit  

DDI: +44 1534 882681 | Mobile +44 7797 792681 |email: james.long@jtglobal.com

JT, PO Box 53, No 1 The Forum, Grenville Street, St Helier, Jersey, JE4 8PB

www.jtglobal.com    View our JT Facebook Page    Follow JT on Twitter

Group - Europe Backup Tapes


link

ID: 205786451

Created at: 2015-11-06T15:42:29Z

 

1) Check backup tapes

we do weekly and monthly backups

AMS - AMSSRVDC002 - monthly

CYP - CYPSRVDC001 - weekly/monthly

JER - JERSRVSTORE01 - monthly

LDN - LDNSRVSTORE001 - monthly

LUX - LUXSRVDC003 - monthly

ZRH - ZRHSRVSTORE01 - monthly

 

contact people:

CYP - Liliana Peter Petrou (and if no-one is there then Nick Terry)

ZRH - Elena Bunka and Pawel

 

every Friday you need to check the PFC email and log in to the DC servers to verify if a tape is inside.

click on start

CA - Arcserve Backup - Manager.exe

Administration - Device

select HP Ultrium X-SCSI

if not, then you should contact the office.

 

2) labeling tapes

you need to send emails to the offices to label the monthly tapes correctly to

CYP and ZRH.

Group - Bluecoat Troubleshooting Flow, Case Handling and Escalation Process


link

ID: 205624812

Created at: 2015-11-06T08:43:34Z

Blue Coat Case Handling

Blue Coat tracks questions and requests for assistance for warranty and support contracts through a Service Request (SR) process. This is typically done by contacting a Global Support Center, or by opening a Service Request through the customer support portal, BlueTouch Online. As SRs are opened, technical information about the product, environment, and customer site will be collected, and a “service severity level” is assigned for each case.

The service severity is defined by the problem type and technical impact, and plays an important role by setting the initial response time, update frequency, and as guidance for the time to escalate issues to a higher level. By setting severity levels, Blue Coat is able to balance its resources for all customers, and to allow timely resolution of technical issues.

In the interest of customer satisfaction and efficient case management, a “duty manager” is on call 24x7 as a resource to assist customers who may feel that the severity of their issue has not been accurately characterized, or the response has not been within the stated timelines.

Severity Definitions

 

Severity Level Severity Description
Severity 1 (Critical)
  • Network or application outage, network/application is "Down", no workaround.
  • Critical customer business operation is fully impaired by iadequate performance.
  • Impaired functionality, critically impacting customer's business operations.
Severity 2 (High)
  • Operational aspect of network or applications is severely degraded.
  • Continuous or frequent instabilities affecting customer business or network operations.
  • Inability to deploy a feature, function or capability.
  • Successful workaround in place for a severity 1 issue.
Severity 3 (Medium)
  • Performance of the network or application is impaired with limited impact to business operations.
  • A functional, stress or performance failure with a workaround.
  • Successful workaround in place for a severity 2 issue.
Severity 4 (Low)
  • Operational issues for certain features/capabilities with no impact to business operations and no loss of functionality.
  • General "how-to" questions.
  • Documentation/process issues.

 

Response & Escalation Times

 

Severity Level Response Time * Escalation Time ** Update Frequency
Severity 1 Immediate 2 hours Continuous
Severity 2 1 hour 24 hours Daily
Severity 3 8 business hours 5 business days Weekly
Severity 4 3 business days 10 business days Weekly

 

* S1 and S2 problems must be logged through the Global Support Center by telephone, or immediately followed up by telephone if logged through BlueTouch Online, to help ensure the response time target is met.

** Blue Coat will make every reasonable effort to resolve the reported customer problem, provide a work-around or escalate to the next level within the times listed. Blue Coat makes no commitment to resolve an issue within a specific time.

Response time is the time between initial contact and active engagement by a support engineer or duty manager. The response times stated here are targets only. Actual response times may vary.

Case Escalation

To expedite the resolution or elevate the severity of a reported problem, Blue Coat encourages customers to contact the on-call duty manager. This can be done by making the request to the customer support engineer to whom the case is assigned or by calling the 24/7 global on-call duty manager contact line at:

The duty manager role is not intended as a replacement to the existing Blue Coat support processes, rather a resource customers may turn to for additional management focus.

Preparing Your Request

When contacting the duty manager, please be ready to provide:

X-Series Case Handling Procedure

The objective of the escalation and notification process is to:

  1. Ensure timely resolution of all customer situations
  2. Provide a means of properly prioritizing problems
  3. Provide management awareness of product and customer issues
  4. Ensure proper resource allocation to meet End User problem resolution requirements
  5. Provide assurances that Blue Coat is focused on providing timely resolutions to technical issues that impact the End User’s business operation.

By selecting the proper Priority, Blue Coat can ensure that high priority issues receive immediate attention. Making the proper selection is very important to the way Blue Coat processes incoming service requests. An improper selection may result in delays in the initial response time f or critical situations. Please use this selection with extreme care.

PRIORITY: The service engineer receives input from the End User on the impact of the issue on the End User’s normal business operations, and the service engineer sets the priority field to the appropriate level. These priorities will drive escalations outlined below. Blue Coat has implemented business notification rules based on these priority definitions. It is extremely important to fully understand a TRUE Business Impact of the issue and assign appropriate priority to a reported problem. Priority of an issue may change even while a case is open.

Priority 1 – Major business disruption
Priority 2 - Significant business disruption
Priority 3 – Minor business disruption
Priority 4 – Minimum to No business impact

For Priority 1 problems (i.e. system outage) with Blue Coat hardware and software products (X -Series), our resolution goals and escalation time frames are as follows:

For Priority 2 problems with Blue Coat hardware and software products (XOS and COS), our resolution goals and escalation time frames are as follows:

For minor problem reports, our goal is to respond within 24 hours and provide a workaround or temporary solution within 10 days. A permanent solution will be incorporated into either a patch release or the next maintenance release.

Note: These resolution and escalation goals and time frames do not apply to third party software applications. Product enhancement requests will be submitted to our product management organization for consideration for the next major software release.

In order to properly characterize and diagnose reported problems, it is necessary for Blue Coat to have the required information indicated below available. This will allow a thorough investigation to take place. The following lists define the minimum sets of data to be collected at the time that a new issue is being reported to a Blue Coat Systems Support Center.

  1. Detailed description of the issue
  2. Description of troubleshooting that has already been completed
  3. Time line of the problem
  4. Description of business impact
  5. “show-tech-support” output from X-Series platform and “cos-tech-support” output from C-Series platform. In a DBHA environment, information should be provided from both chassis.
  6. /var/log/messages files from chassis. In a DBHA environment, information should be provided from both chassis.
  7. Recent upgrades / downgrades for hardware and/or software
  8. Console output from CPM/APM if available
  9. Basic routing information
  10. TCPDumps, other traces if available

In addition to above information, the Blue Coat support organization may request additional information to aid in the resolution process.

Useful links:

https://www.bluecoat.com/support/technical-support/contact-service-support

https://bto.bluecoat.com

https://trust.bluecoat.com

Group - Bluecoat Admin Portal Guide


link

ID: 205778021

Created at: 2015-11-06T08:42:26Z

Please see attached below:

Group - Exclaimer Outlook Edition Quick Admin Guide


link

ID: 205776211

Created at: 2015-11-06T06:43:42Z

Please see attachment below:

AMS - Screening Deployed Client installation and ODBC Setup Guide


link

ID: 205766601

Created at: 2015-11-05T14:18:47Z

Screening Deployed

Screening Deployed is mainly used in Compliance departments. The data is saved on XXXSRVSD### servers and the client is either located on Citrix servers or locally on the some of the machines.

 

Client SETUP

To setup a new pc you need to install the client and create a SQL ODBC

  1. Install MSI from \\amssrvfs001\sources$\ScreeningDeployed5.6_32 and select Client in the wizard
  2. Open DBDescribe.xe from c:\Program Files (x86)\Screening Deployed and ask the senior of the team for the right settings.

    -Database name: TMS5 
    -User: sa (sql instance)
    -Pass: ask the senior member of the team
     

ODBC SETUP

  1. Depending on the machine run:

    (x86) C:\windows\system32\odbcad32

    (x64) C:\windows\sysWOW64\odbcad32

  2. if connection missing create new iser DSN
    DATA Source > Select SQL Server with the following connection strngs:
    - Name: TMS5
    - Description: NL Screening Deployed
    - SQL username: amssdws
    - Password: password manager
  3. change default database to TMS5
  4. enable use ANSI quoted identifiers and ANS nulls, paddings, and warnings
  5. test the connection in the end.

 

Create secure connection (if the application is not working)

 1. Open C:\program files (x86)\screening deployed -> DBDescribe.exe

 2. Fill in all of the settings as below:

DSN: MLTTMS5 (Or the relevant data source name for the jurisdictions SD)
DST: SQL Server
Schema: dbo
Owner ID: sa
Owner Password : SA Password for the Screening Deployed SQL DB

 

testing software

  1. Open Investigator application:
    ("C:\Program Files (x86)\Screening Deployed\investigator.exe) – 64bit PC
    ("C:\Program Files\Screening Deployed\investigator.exe) – 32 bit PC
  2. login details:
    Username: W001
    pw: test1ng

 

LUX - Cleaning tape


link

ID: 205592712

Created at: 2015-11-04T13:46:39Z

Login to LUXSRVDC002

open CA arcserve backup manager

 

in the menu on the left side you click on administration and device:

 

Then you need to dismount the tapes.

do a right click on the first tape, select tapes 1-4 and chose offline

 

When its ready you should see this popup:

now you can take out the left side tapes and put in the cleaning tape.

you need to right click the tape and click on clean tape head:

 

When its finished you will see this popup:

 

 

 

Just in case you don't see any cleaning tapes,

you should manually set the cleaning tape to slot.

right click on the auto loader and open library properties:

chose the Cleaning tab

Select the slot where the cleaning tape is and click on <<Add

Geneva - Banking - JPMorgan


link

ID: 205588762

Created at: 2015-11-04T10:16:04Z

RDP to the “Rubis” server and log in with your Admin account, and do the following

If this is the first time you will use Core FTP then you will need to do the following to set up the connections to each bank

Creating a connection to JPMorgan

If you have done the above and already have a site created the choose “New Site” at the bottom of the page.

Enter the below into the new site for the JPMorgan connection

 

Password is in the PW manager

Import the PGP certificate to Kleopatra

open Kleopatra

chose import Certificates

go to "C:\Support\GVA Banking JPMorgan" and select VistraGeneva.gpg

then you should see the IT Support certificate

Downloading JPMorgan files

 a) From the site manager click on the JPMorgan site and then connect

 

b) on the right hand pane you will see 1 folder “outbound” go to it then you see ”FromJPMC”, enter it.

c)within the left hand pane select the button, this is going to specify the location on where the files will be downloaded to.

For JPMorgan choose the following location “D:\CPS\Interfaces\JPMorgan\Downloaded\

 

d) Now you can transfer the files.

e) Open the folder in Windows Explorer "D:\CPS\Interfaces\JPMorgan\Downloaded"

f) right click the file and chose decrypt

 

g) enter the password for the files

if this is correct you should see like here:

h) Unzip the file to its folder

 

i) Move the files to the monthly folder

 

 

 

contact:

bjorn.rosendahl@jpmorgan.com

Geneva - Banking - LODH


link

ID: 205745491

Created at: 2015-11-04T09:54:09Z

RDP to the “Rubis” server and log in with your Admin account, and do the following

               

If this is the first time you will use Core FTP then you will need to do the following to set up the connections to each bank

 

Creating a connection to LODH

When you open Core FTP the “Site Manager” will appear enter the following details.

Password is in the PW manager

 

Downloading and Extracting LODH files

a) From the site manager click on the LODH site and then connect

b) then in the right hand pane you will see an “in” and “out” folder please choose the OUT folder

c) within the left hand pane select the  button, this is going to specify the location on where the files will be downloaded to.

For LODH choose the following location “D:\CPS\Interfaces\LODH\FTP

d) from the right-hand pane within the OUT folder you will see “.exe” files. Each file shows the date and time it was uploaded. You will need to download all files from the time the download was done the previous day up to the current time and date. Note the time you did the download on the Daily Tasks spreadsheet.

 

For example, if the previous day's download was done at 13:00, you will need to download everything after 13:00 for the previous day, and all files for the current day.

 

Arrange the right hand pane by date then select all the “.exe” files from the current day, and all files that arrived after yesterday's download was done.

 

 This will download the exe files into the location specified in part C

Once downloaded you will see the flies in the left hand pane

e) now use Windows explorer to UNC to D:\CPS\Interfaces\FTP

Each one of these files in Encrypted with the same password, this is also in the PW manager

Do the following to encrypt

Click on the file and WinRAR will open, keep the default location (if this is changed the file will not be uploaded into CPS) and click install

You will then be asked for the password (it’s in the PW manager)

Click OK and it’s done.

Now do the same for all the files for the day.

Once the have been extracted I usually move the .exe from of the day from the root of the FTP folder into “Nouveau Dossier” just to keep it clean.

 

 

contact:

info-tp@lombardodier.com / a.abdellah@lombardodier.com

Geneva - Banking - Pictet


link

ID: 205745291

Created at: 2015-11-04T09:43:28Z

RDP to the “Rubis” server and log in with your Admin account, and do the following

               

If this is the first time you will use Core FTP then you will need to do the following to set up the connections to each bank

Creating a connection to Pictet

 If you have done the above and already have a site created the choose “New Site” at the bottom of the page.

 Enter the below into the new site for the Picet bank connection

Password is in the PW manager

 

Downloading Pictet Files

 A. from site manage choose Pictet

B. In the right hand pane you will see 2 folders “All” and “New” please choose “New”

within the left hand pane select the button, this is going to specify the location on where the files will be downloaded to.

For Pictet choose the following location “D:\CPS\Interfaces\Pictet\In\”

From within the right hand pane go into the “new” folder and you will see a number of different files

you need to download the files

016552 and 998218 to D:\CPS\Interfaces\Pictet\In\ 

0614380 and 999037 to D:\CPS\Interfaces\PictetGeneve\IN

 

And that’s it for Picet.

 

contact:

msideris@pictet.com

Group - Internet Explorer - Search Engine


link

ID: 205567292

Created at: 2015-11-02T17:10:02Z

How to install/change Internet Explorer Search engine.

Bluecoat happens to break google dynamic search results for some of the users.
(even inside citrix) The webpage shows blank results When you use google search. 

 

Workaround

LUX - Millogic update LIVE


link

ID: 208538735

Created at: 2016-05-14T13:13:53Z

please find attached procedure to update LUX Millogic

 

email Ziya from Cosmac if the update is being installed on Saturdays

FRA - server room pictures


link

ID: 207763549

Created at: 2016-05-09T12:04:05Z

The server room is located on the left site at the main entrance, go to the end.

right door, thru the small storage.

 

It has one tall rack for the patch panel (floors up, telephony down), telephone system, modem, firewall and switch and one HP rack with a server

 

Patch Panel:

server_room001.JPG

 

 

Firewalls, left Vistra Asa 5505, right Geiger ASA 5506-X (For Datev)

FRA_Firewalls.jpg

 

 

Switch and Telephony system:

server_room003.JPG

 

Business SDSL, ADSL, ISDN lines:

server_room004.JPG

 

 

 

HP Rack:

HP_rack001.JPG

HP_rack002.JPG

 

 

description will follow

 

 

CEE - new email (group) contact


link

ID: 207759749

Created at: 2016-05-09T06:28:42Z

How to create a CEE email/group.

 

open Exchange console
open Recipient Configuration
mail Contact

click on "New Mail Contact"

 

select correct AD OU

for OFIZ: OFIZ Email Contacts

for Trinity: Trinity Email Contacts

for OFIZ groups: OFIZ Groups

add the contact to the correct email distribution group:

 

not mandatory, but you can verify the email on MGWs:

 

 

 

Please find attached the email from Jon:

 

 

 

Converting to PDF and saving to Worksite


link

ID: 208483285

Created at: 2016-05-09T06:13:07Z

Dear all,

Please see the attached sheet on how to concert PDF and save it to Worksite.

 

Thanks.

 

Kind regards,

Sonny Kwakman

Group - Mimbecast add sender to Spam


link

ID: 207745459

Created at: 2016-05-05T13:17:40Z

To block a sender, you can go to Directories, Groups, Click on the Blocked Senders folder on the left hand side, select the Build button and add the email address or domain.

Amsterdam - Elsevier Licenses


link

ID: 207618659

Created at: 2016-04-26T07:56:08Z

Dear all,

Whenever a user receives the below error message in Elsevier a license check needs to be executed.

Solution:

1. Go to Settings

2. Run the license check

 

You will now see that we have up to 100 licenses available.

 

Kind regards,

Sonny Kwakman

SafeNet Support


link

ID: 207594949

Created at: 2016-04-22T08:47:05Z

Technical Support

SafeNet Service Portal
Phone: 1-800-545-6608 US Toll Free
Phone: 1-410-931-7520 International
support@safenet-inc.com

Europe - Citrix Receiver 4.4 - Suppress 'Add Account' window


link

ID: 207593919

Created at: 2016-04-22T07:24:03Z

This applies to installations of Citrix Reciever 4.4 (For external Citrix access)

 

To stop the add account window from appearing when user logs onto their PC/Laptop, add the following reg key:

 

64-Bit Machines:

 

Key : HKLM\Software\ Wow6432Node\ Policies\Citrix
ValueName : EnableX1FTU
Value : DWORD: 00000000

 

32-Bit Machines:

 

Key : HKLM\Software\Policies\Citrix
ValueName : EnableX1FTU
Value : DWORD: 00000000

 

 

 

FRA - Euromicron


link

ID: 208311075

Created at: 2016-04-22T06:21:24Z

Frankfurt Telephone system

Alcatel

 

euromicron Deutschland GmbH
Geschäftsbereich Telekommunikation
Siemensstr. 6
63263 Neu-Isenburg
Telefon: +4961028222133
Telefax: +4961028222259

sascha.kaempfer@euromicron-deutschland.de

klaus.leichner@euromicron-deutschland.de

service-tk@euromicron-deutschland.de


http://www.euromicron-deutschland.de

FRA - Vodafone


link

ID: 207593489

Created at: 2016-04-22T06:18:19Z

Frankfurt systems:

SDSL 10/10 MBit/s (new 3 years contract starting from May 2016)

ADSL 6Mbit/s down - 640kbit/ up

2 ISDN lines

 

password: Vistra
Client number: 001919954629

 

Contact:

incident:
Tel: 0049 800 020 1500


general:
gk-betreuung@vodafone.com
Tel: 0049 800 0069 300
or 0049 172 1234

Area Sales Manager:
Andreas Oberländer and Matthias Mohm

Andreas.Oberlaender@vodafone.com
Tel: +49 173 548 77 00

Matthias.Mohm@vodafone.com
Tel: +49 173 945 16 00

Düsseldorfer Strasse 15,
D-657600 Eschborn

 

business partner contact (SDSL)
vf-enterprise@kikxxl.de

René Lunckshausen
Tel: 0049 800 / 50 35 022

FRA - DataXpert


link

ID: 207593399

Created at: 2016-04-22T06:12:52Z

new VH server for the office

Stefan Schwinck

Hostatostrasse 35
65929 Frankfurt am Main

Tel.: +49 69 74 09 09 - 0
Fax: +49 69 74 09 09 - 79

Email: s.schwinck@dataXpert.com 
Internet: www.dataXpert.com 

Group - Mimecast - How to release SPAM email


link

ID: 208254215

Created at: 2016-04-15T06:10:04Z

Dear all,

Please find the attached document usefull on how to release SPAM emails from Mimecast.


Kind regards,

Sonny Kwakman

Group - Mimecast Support Details


link

ID: 208246355

Created at: 2016-04-14T07:42:24Z

Please see the Mimecast 24/7 Support Contact details below should you need to raise a case with them:

Telephone: +44 (0) 20 7847 8701

Email: support@mimecast.com

When you contact Mimecast via phone, you will be asked for our Mimecast ID and account code which can be found in the below screenshot. If you are asked for a security passphrase, this is available at the bottom of the ‘Dashboard’ when you login to the Mimecast Console and also in the the Password Manager under ‘Mimecast Security Passphrase’.

 

There is also a comprehensive knowledgebase available at the following link:

http://kb.mimecast.com/

Bomgar support


link

ID: 207392079

Created at: 2016-03-30T11:07:11Z

Bomgar support number:
+44 (0) 1628 480 210
Hit 2 for support

 

Bomgar KB

Bumger chat support

Offices - Geneva - Server Room


link

ID: 208086055

Created at: 2016-03-25T16:31:59Z

Please see attached Server room documentation. you can use this for troubleshooting in Geneva.

Europe - Offline Laptop Encryption


link

ID: 208051475

Created at: 2016-03-23T08:53:08Z

When deploying to a laptop please following the below instructions step by step!

BIOS Settings:

Ensure the following things are set in the BIOS, this may differ by manufacturer, some options may be in different places or not available.

1 - Disable TPM (The on-chip encryption function, McAfee is not compatible with this)

2 - Disable Secure boot

3 - Set boot mode to Legacy

4 - Set SATA mode to AHCI

5 - Set the BIOS (Admin) password to a random password, and store in a notepad file along with the encryption key (see this step later) 

 

Installing McAfee components.

2. Log into the PC and make sure the following accounts are set up and part of the Administrator group.

Europe-IT  ---> tsurt

User -------><random password, store this in the notepad file with the BIOS password>

 

3. Copy the contents of the folder "Offline Encryption - Autoboot" from \\amssrvfs001\sources$ to a USB stick.

 

4. Place the USB drive into the laptop and copy the contents of the folder to the root of C:

5. Go into the folder and open the "txt" and confirm it contains the following:

 

User:password

Europe-IT:password

If not, change it to match the above. DO NOT CHANGE the password part of the text.

 

6. Now open and command prompt and UNC to "C:\Offline Encryption – AutoBoot" (For windows 10 shift right click to open windows PowerShell and command prompt from there.)

There should be a txt file called "Offline Activation" this will have a command within it, copy this into the CMD and run it.

7. If you now look under "C:\Offline Encryption – AutoBoot", 2 extra files would have appeared,

ESOfflineActivateCMD

OfflineActivation

 

8. To install the software follow the below and make sure that you install in the specified order for the encryption will not work!

After this is completed in order the Laptop will need a restart

 

9. Browse to C:\Offline Encryption – AutoBoot and run "Offline Activation

A CMD box will appear and you will see it start to activate,

 To confirm the process has started right click the McAfee agent and go to "Show Drive Encryption"

 

10. Upon restart, the laptop should go to the endpoint encryption login page. You will need to create security questions and passwords for both windows accounts.

**If the laptop gets stuck and will not boot, go into the BIOS, open System Configuration>SATA Operation, and ensure that ‘AHCI’ is selected. The laptop should then boot normally.**

 

11. Login first with the ‘Europe-IT’ account, the initial password will be set to 12345. Change this to match the windows account password.

12. You will then be asked to set 3 security questions, set the answers as follows:

 

 

 

Then login to windows

 

Restart the laptop again, change to the ‘User’ account and log in with 12345, change the password to LetMeIn , and then if possible ask the user to set their own security questions. If they are not available, set them to different answers and provide the details to the user when the laptop is handed over.

Then login to windows.

 

13. Copy the laptop encryption key "EERecovery" from C:\ to a folder named with the laptop name to the USB stick, also copy the notepad file containing the passwords, then copy from USB to the following location on AMSSRVEPO001:

\\amssrvepo001\c$\Sources\Laptop Encryption Keys

 

The laptop is ready to be given to the user.

**Word version of these instructions is attached.

Group - Unable to open Hyperlinks in Outlook


link

ID: 208030185

Created at: 2016-03-21T10:45:39Z

Dear all,

Please find the attached document useful when users cannot open Hyperlinks from Outlook.

Kind regards,

Sonny Kwakman

Europe - Install SafeNet MobilePass on mobile devices


link

ID: 207293189

Created at: 2016-03-18T08:25:36Z

Dear all,

Please find the attached documentation usefull to setup SafeNet MobilePass on mobile devices.

 

Kind regards,

Sonny Kwakman

Group - Domain Expiry Report Check


link

ID: 208009295

Created at: 2016-03-18T08:18:54Z

Dear all,

Please see attached document on how to check a domain when receiving the domain expiry report every Monday.

 

Kind regards,

Sonny Kwakman

Antwerp - Office Pictures - March 2016


link

ID: 207273179

Created at: 2016-03-16T11:08:27Z

 

 

Share file Licencing - Quarterly Task


link

ID: 207985445

Created at: 2016-03-16T09:50:57Z

Share file Licencing - Quarterly Task

1) Log into - https://chevault.sharefile.com (Log in details in Password Database)

2) Click “Manage Users” then click “Browse Employees”

4) Now you can view all the employees you can check the users which don't have login in more then 3 months

* DO NOT email EX CO members, directors and IT staff!

like Martin Crawford, Ad de Beer, Walter Stresemann, etc

 

5) email the users and save the emails here:

 see attached email that you can use as template

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check\Q1 2016\sent emails

6) wait for replies and saved the emails here:

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check\Q1 2016\received emails

7) if they don't use sharefile anymore

- reset the password


- downgrade the account to client

 

6) Once you have completed CHE you can now move onto doing the same check for LUX Vault by logging into - https://luxvault.sharefile.com (Log in details in Password Database)

 

general link

\\work.local\itsupport\IT Support - Europe\Procedures\IT Quarterly Tasks\Sharefile license check

please update the license sheet as shown in the monthly task
https://itsupport.vistra.com/hc/en-gb/articles/207282665-Share-file-Licencing-Monthly-Task-M17

Task Complete

Zurich - install / update module (Kanton) in drTax 3.0


link

ID: 207904375

Created at: 2016-03-08T07:10:17Z

please follow the attached guide

Group - IT Singapore Hotline


link

ID: 207889595

Created at: 2016-03-07T09:34:15Z

Please find the below contact information for the IT Singapore Hotline:

 

Extension Shortcut: (internal to SGP Office) *556

DID: +65 6854 8899

Group - Installation - Installing a bare metal HP server


link

ID: 207176559

Created at: 2016-03-06T16:08:11Z

The below guide gives you a summery of required steps to install and configure an bare metal HP Server. This guide is divided in the below tasks

 

Hardware prep

Before starting the software. in some cases the hardware supplier does not provide you with a server with decent installed component. In this case the server will be delivered including all the parts boxed separately. You need to install the component manually by removing the server tray.

 

HOST prep

Before patching the server into the network start by finding the appropriate name and IP adress for this server. The best way to do this is by pinging the same range and finding an unused ip. The ILO port will also be the next ip so make sure the next ip is also availble. use the ILOSERVERNAME as ILO hostname (replace servername with HOSTname)

To find the right range and amount please review a server with the same job in the network. Boot the server and hit the appropriate key (shown on screen) to boot in the ILO configuration and configure the ILO port. Activate the ILO license once you have access to it from your own desktop.  Make sure you 

 

Disk prep

using the ilo boot into hp array configuration utility where you can configure the disks before starting the OS installation. Please see below Vistra's Standard Disk array configuration:

- Raid 1 - existing out of two smaller size Disks to host the OS

- Raid 5 - existing out of four bigger sized disks to host the application/DATA

 

OS prep

Once you have done the necessery, you are ready to install the OS into the first raid. to install an OS you need to mount the appropriate ISO from the ILO web page to be able to boot into it. Remember to mount the ISO from a closed by HOST to prevent bandwidth tresholds. Start installing the OS once the ISO is booted. Use the OEM key (sticker on Server) if you have a licensed machine and use a Volume Licnese key if this machine is not licensed yet.

 

OS configure

Once you are finished installing the OS you will need to configure Vistra's required configuration. Once the OS is running start configuring the below counterparts:

 

Domain Joining

Once you are done configuring the above, it's time to Join the server to the domain. make sure you have local admin privileges before doing this. follow the below steps.

  1. Create an AD Computer object in the appropriate OU
  2. Join to server to the domain, restart the server and login again as local admin
  3. Depending on what this server is going to do, Add the security group required for this Server Role.example: 
    Security - IT - Amsterdam Screening Deployed Administrator

Additional install

For a server to run secure, monitored and licensed properly, you need to install the below software components accordingly.

 

Your server is now ready to use and you can install and configure additional roles, features, applications as needed to use this server.

Zurich - UBS Banking Dongle


link

ID: 207834815

Created at: 2016-03-01T11:29:31Z

ZRH UBS banking dongle:

  1. User connects the device to the PC (each device id needs to be whitelisted in DLP)
  2. A mounted drive is mapped to the pc (put a shortcut of the D: / E: drive on the desktop)
  3. Once you run the program out of that mapped drive, a program will start hosting a HTTP server:
  4. This opens a webpage ( http://localhost:9000 ) allowing the user to login with the pin.

If the process fails the user needs to hit the green button to start the connection again


(image of the device with card not inserted yet)

Group - Change mailbox permissions using Exchange Management Shell


link

ID: 207123829

Created at: 2016-03-01T09:37:16Z

Change permissions on mailbox in Exchange Management Shell

Please find the below instructions useful for setting up permissions on a mailbox via Exchange Managent Shell.

Go to: AMSSRVADMIN01 > Start > Exchange Management Shell

You can set different permissions, please see some of the different styles shown below:

 

Information on mailbox (folders):

Get-MailboxFolderPermission

Get-MailboxPermission

 

Change existing permissions:

Set-MailboxFolderPermission

Set-MailboxPermission

 

Add permissions:

Add-MailboxFolderPermission

Add-MailboxPermission

 

Example:

Ed will receive owner permissions on the calendar of Ayla.

Add-MailboxFolderPermission -Identity ayla@vistra.com:\Calendar -User ed@vistra.com -AccessRights Owner

 

Different AccessRights

 

 

Europe - Repairing PremierSoft Absence


link

ID: 207116469

Created at: 2016-02-29T15:22:36Z

How to repair PremierSoft Absence request:

 

Run:

\\fc-tserver\PremierSoft\hhol\Absence request.application

close any popup or error.

Run:

\\fc-tserver\PremierSoft\hhol\absentVIS.reg

 

In case of issues with this program. clean the regkeys containing the software under HKLM/HKCU

Geneva - Wireless Setup


link

ID: 207093859

Created at: 2016-02-26T12:08:06Z

Dear all,

Please see attached documentation for configuring Wireless in Geneva.

 

Kind regards,

Sonny Kwakman

Group - Orangefield - Quorum Support


link

ID: 207799515

Created at: 2016-02-26T12:05:20Z

Quorum Support Team support@quorumcentral.com

Nicolas Neophytou
Quorum Support Team

General - Group - How to Add a New Email Domain to Mimecast


link

ID: 207793415

Created at: 2016-02-25T17:08:19Z

Group - Printer - Unable to connect to printer


link

ID: 207721505

Created at: 2016-02-18T14:24:02Z

Dear all,

Please find the below instructions useful for troubleshooting issues with adding/installing printers.

 

Error message:

Windows cannot connect to the printer 0x00000057

 

Troubleshooting:

1)  On a machine with the same driver installed (and working properly), open Regedit, and browse to:

     HKLM\System\CurrentControlSet\Control\Print\Environments\Windows NT x86\Drivers\Version-3\

2)  Locate the subkey for the printer driver you are dealing with and click the key for the printer driver.

3)  Look for the “InfPath” on the right.  Note the path.

5)  Now browse to C:\Windows\System32\DriverStore\FileRepository and locate the folder indicated in the InfPath reg value. 

6)  Go to the users computer exhibiting this behavior, and browse to C:\Windows\System32\DriverStore\FileRepository and see if the folder is present.  In my case, the folder was present, but empty.  If it is here and it is empty, you will have to modify security on the folder, first taking over ownership, then granting yourself full control. 

7)  Once security is granted, copy the contents of this folder from a good machine to the machine presenting the 0x00000057.

 

Please try now to add/install the printer again and it should work normally.

ZRH - Acomm


link

ID: 207015059

Created at: 2016-02-18T14:06:52Z

Dell supplier for ZRH and Zug

 

ldeweck@hex.acomm.ch

 

Lionel de Weck

 
1 route de Monnaz
1112 Echichens
T:+41 (0)21 706 06 06

F:+41 (0)21 706 06 00

www.acomm.ch

 

Millogic Access


link

ID: 207695755

Created at: 2016-02-17T14:32:09Z

Dear all,

If someone cannot logon to Millogic please advise user to contact the following contact personel.

 

Amsterdam

Wilma Stroop

 

OrangeField

Jeroen Beijer

 

Kind regards,

Sonny Kwakman

Group - Orangefield - ADA Accountancy Install


link

ID: 207656935

Created at: 2016-02-15T10:34:35Z

Dear all,

Please find the install procedure for ADA Accountnacy Install here.

 

Kind regards,

Sonny Kwakman

Vistra Group - Offices - Cyprus - Quorum installation


link

ID: 207632545

Created at: 2016-02-11T15:38:00Z

Below steps explains the installation of Quorum for Orangefield users.

 

  1. Open Internet explorer and visit http://fc-appl:3030
  2. save AS the installer locally on c:\vistra
  3. Hold Shift and right click the installer. Run as different your admin.
  4. The server ip is required during the installation wizard:
    10.7.10.60 .Keep the port as default

  5. find the installer and move the data from: C:\Users\ADMIN!!!\AppData\Roaming\infoscreen\
    TO: c:\Program Files (x86)\quorum\
  6. Create a shortcut on desktop from qclient exe within from that foldder

Note: If Dotnet is missing the installation will install dotnet. Check if dotnet 4 is availble if any issues occur.

Europe - Zurich - Rebuh Installation


link

ID: 206937939

Created at: 2016-02-11T09:28:24Z

Dear all,

Please find instructions on how to install Rebuh in the attached document.

 

Please ask Susana Frey to set up users in Rebuh.

 

Group - Unable to open Mail (32-bit)


link

ID: 207608135

Created at: 2016-02-09T11:58:56Z

In Windows 7 x64 or Windows Server 2008 R2 the Mail (32-bit) applet shows a blank icon & does nothing when you click on it.

1 not working (modified)

However if you run it manually using the following command it runs just fine.

c:\Windows\SysWOW64\control.exe mlcfg32.cpl

Use the following steps to resolve the issue.

2 gone

LUX - eBRC


link

ID: 206913159

Created at: 2016-02-09T11:39:22Z

LUX Data Center

Highway A6 LUX-> Belgium

exit steinfort/cappelen/windhof

Service account manager
Gilles.fersing@ebrc.com
26 06 22 00
621 36 17 76

Client Care Centre
ccc@ebrc.com 

Tél. +352 26 06 555
Fax. +352 26 06 556

 

Racks

R11-60-A02
-1, turn right, 1st door right, 1st room right
left side, 2nd last rack

R12-70-B08
-2, turn left, 1st door left, 1st room left
right side, 2nd rack

 

 

5, rue Eugene Ruppert
L-2453 Luxembourg

Trinity / OFIZ New Email Addresses


link

ID: 206911929

Created at: 2016-02-09T10:08:42Z

Group - Arcserve - UDP node agent not reachable


link

ID: 207578285

Created at: 2016-02-04T17:14:10Z

Sometimes remotely reaching an ARCSERVE UDP agent webpage (https://server:8014) gives you the below sad face:

Cause:

This is because some older agent versions running on our hosts have an insecure DSA 128 SSL key which is hackable.
It affects agents all releases from D2D r16/16.4 ro UDP version5 update 3.

 

Solutions:

You need to sign a new SSL key and mount it to Tomcat on the server.

see Arcserve KB article:

https://arcserve.zendesk.com/hc/en-us/articles/204542275-On-Chrome-v41-UDP-D2D-For-Windows-web-pages-cannot-be-browsed-when-HTTPS-is-used

Offices - Amsterdam - Floor Plan B6


link

ID: 206801789

Created at: 2016-01-29T09:38:49Z

Dear all,

Please see the attached file for Floor Plan B6 (Machines, Users)


Kind regards,

Sonny Kwakman
IT

Offices - Amsterdam - Floor Plan B5


link

ID: 207487335

Created at: 2016-01-29T09:38:05Z

Dear all,

Please see the attached file for Floor Plan B5 (Machines, Users)


Kind regards,

Sonny Kwakman
IT

LUX - Telindus


link

ID: 206800929

Created at: 2016-01-29T09:03:05Z

 

Sebastien.HOCH@telindus.lu

Account Manager

 

calldesk@telindus.lu

preparateur.micro@telindus.lu

SLAteam@telindus.lu

 

 

2, rue des Mines
L-4244 Esch-sur-Alzette

T +352 53 28 20 563
F +352 53 28 20 580

Group - Bechtle


link

ID: 207481425

Created at: 2016-01-28T14:28:44Z

For Switzerland

Marion Gobbo

Account Manager

Bechtle direct SA

route des Avouillons 30
1196 Gland
Tel. direct  +41 22 999 69 96
Fax              +41 22 999 69 87
marion.gobbo@bechtle.com
www.bechtle-direct.ch

Screening Deployed User Account Creation


link

ID: 207477505

Created at: 2016-01-28T08:39:17Z

Please see attached. 

Unable to open PDF files in Internet Explorer with PDF Converter Professional 8


link

ID: 207470035

Created at: 2016-01-27T10:52:32Z

Unable to open PDF files in Internet Explorer with PDF Converter Professional 8

Problem:

When attempting to open a PDF file in Internet Explorer, one of the following circumstances may occur:

 

Cause:

The following are the main reasons why PDF files cannot be displayed properly within the PDF Converter Professional Web Viewer:

 

Solution #1:

Ensure that the Internet Explorer security settings are not set to "High". The "High" security setting can block the PDF Converter Professional Web Viewer from loading. Follow these steps to adjust the Internet Explorer security settings:

  1. Click "Start > Control Panel".
  2. Select "Classic View" on the left panel if it isn't already enabled.
  3. Double-click on the "Internet Options" link.
  4. Select the "Security" tab and then click the icon labeled "Internet".
  5. Adjust the security level to "Medium-high" or lower.
    • Note: If there is no slider available, click the "Default level" button to enable the slider.
  6. Click "OK" to save the changes.

Note: When running Windows Vista or Windows 7, "Protected Mode" may also cause problems opening PDF files. Disabling "Protected Mode" on the "Security" tab may resolve some issues.  For more information on Protected Mode, please see Technote 6729: "PDF files opened and saved from Internet Explorer do not appear in the save location specified".

 

Solution #2:

If the PDF Converter Professional Web Viewer is still failing after adjusting the Internet Explorer security settings, unregistering and re-registering the Web Viewer may resolve some issues. Follow these steps to re-register the Web Viewer:

  1. Close out of all applications, especially Internet Explorer.
  2. Click "Start > Run" to open the run dialog. It is also possible to use the "Windows Key + R" keyboard combination to open the Run dialog.
  3. Use the command below to unregister the Web Viewer. The path will need to be adjusted if PDF Converter Professional was not installed to the default location:
    • regsvr32 /u "C:\Program Files\Nuance\PDF Professional 8\bin\GPlusDocServer.ocx"
  4. A dialog will appear stating that the unregister server succeeded. If any other message appears, check that the file location is correct.
  5. Open the "Run" dialog again using the same method in Step 2.
  6. Use the second command below to re-register the Web Viewer. The path will need to be adjusted if PDF Converter Professional was not installed to the default location:
    • regsvr32 "C:\Program Files\Nuance\PDF Professional 8\bin\GPlusDocServer.ocx"
  7. A dialog will appear stating that the register server succeeded. If any other message appears, check that the file location is correct.
  8. The web viewer should now function properly.

Note: It may be necessary to use an elevated command prompt to execute these commands on Windows 7.  For information on using an elevated command prompt, please see Technote 6531: "How to register and unregister files from an Elevated Command Prompt".

 

Solution #3:

If after following Solutions 1 and 2, PDF files still cannot be opened within Internet Explorer, it may be an incompatibility with the website design. In this case, we recommend unregistering the Web Viewer and leaving it disabled. When accessing a PDF file with the Web Viewer disabled, a message will appear prompting the user to open or save the file. Clicking "Open" will open the PDF file within the PDF Converter Professional application, rather than the Web Viewer.  Clicking "Save" will prompt the user to specify a location to save the file to.

Note: To unregister the web viewer, follow Steps 1 through 4 of Solution # 2. Do not re-register the Web Viewer by completing the remaining steps.

Update client Unity on local machines


link

ID: 207433685

Created at: 2016-01-22T12:44:48Z

As we have updated Unity to the latest version we have to install the latest client version on the local machines as well. 

  1. Close all office applications
  2. Open Control Panel -> Programs and Features
  3. Remove older Access runtime and unity on user’s pc 
  4. Install \\cypsrvsql001\Unity\Access2010RT\AccessRuntime.exe
  5. Install \\cypsrvsql001\Unity\Setup\setup.exe

    Follow the steps of the Install Wizard. At the end of the install a progress screen like the one below in the screen shot will pop up and should contain lots of green ticks. If this is not the case then please use the button at the top of the screen to copy the text and paste it into an email and send it to Unity support for review.

  1. If the install was successful you can now open Elements. Under Start -> All Programs -> Unity Software you should find two databases: 'Unity Elements' and 'Unity Elements Test'

  2. Please open one of the two databases and ensure you can:
  3. Remove old shortcuts and create new ones
  4. Run unity and let the user test it
  5. Move on to the next PC

 

Additional information (Troubleshooting)

IF there is any issues regarding the underlying XLS files in Unity you need to change the paths:

 

You will also need a DSN reg key as per below. The Value data will be the name of  the database.

When you open Excel using the FX Import option in unity the database path should be entered as follows:

 

Permission Unity Users

When multiple people in the office are unable to access or add accounts.

Call Laura Michael or Nick Terry, they have Admin rights on Unity.

 

In Unity go to security and choose "Permissions".

This opens the Permissions option.

Choose Unity form for the Object type. Then select the "group".

Only "admins" and "Users" groups are being used by the Cyprus office.

For the users, all Four settings need to say yes, this can be done by selecting one and press the green check mark in the left-hand corner.

Let the user log out of Unity and back in, the permission changes are immediate.

 

If you're still having issues please contact Microgen.

application.mgt@microgen.com

Group - McAfee launch agent command


link

ID: 207430845

Created at: 2016-01-22T09:18:58Z

 

if you cannot see the McAfee icon in the task bar, please run this command:

cd C:\Program Files (x86)\McAfee\Common Framework\

CmdAgent.exe /s

SGP Screening Deployed Client installation and ODBC Setup Guide


link

ID: 206734049

Created at: 2016-01-21T02:47:07Z

Screening Deployed Client installation

     1. Run ScreeningDeployed5.6.32.msi

 

 

    5. Install SQL client 2012 (Optional, if the PC/Citrix server doesn’t have)

ODBC Setup

USER DSN Configuration: (must be configured on the users’ profile. i.e must be logged in as the “User “ in his/her own PC or citrix session)

  1. Go to ODBC Data Source Administrator > click “ADD”

(x86) C:\windows\system32\odbcad32

(x64) C:\windows\sysWOW64\odbcad32

Create New Data Source > Select SQL Server Native Client 11.0


    2. Copy the settings on the screenshot below and click NEXT (The values will defer depending on the ODBC connection that was used to generate the screening deployed describe file)

       

     3. Copy the settings on the screenshot below and click NEXT

Login ID: sgpsdws

Pw: (in pw db)

  4. Copy the settings in the screen shot below and click NEXT

   

    5. Click Finish and Click on “test Data source” > connection must complete successfully

 

    6. Open Investigator application

("C:\Program Files (x86)\Screening Deployed\investigator.exe) – 64bit PC

("C:\Program Files\Screening Deployed\investigator.exe) – 32 bit PC

 

Login details

Username: W001

Pw: test1ng

A successful log in will mean that the USER DSN is working properly

 

END…

 

 

 

 

Europe - Bomgar PAM Console Monitoring and approval


link

ID: 206633699

Created at: 2016-01-12T15:42:56Z

The below instructions are meant for approving and monitoring the sessions which take place by third party support companies. Please see This Article To instruct third parties how to connect to Vistra's systems.

 

Approve a session:

When a Third party tries to access our system, they first select a system inside their PAM console and request for Access. The request includes the followwing information:

see below the request screen:


An E-mail will be sent including this request to the required approver(s). Depending on which group requires access one of the below mail group is used.

- zz Email - Bomgar support approval (ITsupportbomgar@vistra.com)
- zz Email - Bomgar Senior approval (Seniorbomgar@vistra.com)

 The email includes a hyperlink where the session can be approved including a comment. The comment will be shown to the requester upon accessing the server. 

see below the approved notification which the third party recieves:

Monitor / Take over session

Third party sessions to Bomgar PAM is visible to Business system and Selected IT support members. Bomgar PAM console makes it possible to monitor or take over a session. The below steps helps you in using Bomgar Pam Console:

Start installing the Bomgar Pam Console from Sources$. Upon first run please pin this application to Windows task-bar for later access

  1. Use your domain admin credentials to login:


  2. If you followed the above steps correctly you should see the Bomgar PAM Console in your screen:
    a) Select all teams
    b) see the connected third parties and select one and hit (d)monitor/take Over(this will show their console.
    c) Select an active session to one of our server and hit (d)monitor/take over(this will show the console including their session to our server.
    e) Select the user to chat or send/recieve files or show your screen.

Note: when monitoring or taking over a session, confirm selecting the correct third party's screen. You will only see the Bomgar window on the correct screen by selecting that screen.

Group - Adobe - Content Preparation Progress


link

ID: 207320375

Created at: 2016-01-12T13:55:09Z

When opening pdf files it opens Content Preperation and it takes a long time to open documents.

Message: Content Preparation Progress. Please wait while the document is being prepared for reading.

 

Solution:

1. Go to Edit > Preferences > Reading.

2. Under "Screen Reader Options" select "Only read the currently visible pages".

 

 

Group - Printer - Clean local print drivers


link

ID: 206629849

Created at: 2016-01-12T10:02:25Z

How to clean local print drivers from users machine
When a user has problems with printing from their pc you can check if there are non-related printers installed on the machine. (for example: HP, Konica Minolta, Xerox)

To clean the print drivers you should follow the following steps:

1. Run cmd > net stop spooler

2. Clean up the registry:
In the following registry key, Remove all unwanted subfolders but leave the Microsoft and PDF print drivers.
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environment\Windows x64\Drivers\Version-3

3. Clean up drivers folder.
in below folder Add a extra vieuw column in explorer named “company”
C:\Windows\System32\spool\drivers\x64\3
Remove all .dll files from HP, Konica Minolta, Xerox
You might want to kill tasks which are holding these dll files using task manager

4. Run cmd > start net spooler

5. Run printui /s /t2
Check if there are still printers installed which needs to be removed, and if needed remove them from here.

6. Add necessary printers via: \\amssrvprn001

GFI - Events Manager licensing issue


link

ID: 207313125

Created at: 2016-01-11T14:57:41Z

if the Events Manager shows with a licensing issue.

 

Then you need to close Events Manager.

go to here:

C:\Program Files (x86)\GFI\EventsManager2013\Data

rename toolcfg_licensing.xml to toolcfg_licensing.xml.bak

and copy the new file attached

 

launch the Events Manager and enter the valid license.

 

LUX - POST


link

ID: 206598879

Created at: 2016-01-07T14:47:44Z

POST (= P and T)

Account manager
raphael.geron@post.lu
Tel. : +352 2462 5275

POST Telecom
1, rue Emile Bian L-2996 Luxembourg
www.post.lu

 

Network team:
noc@post.lu
Tel: +352 8002 7766

Service desk:
servicedesk@post.lu

 

Mobile phone issues:
corporate.telecom@post.lu

Tel.: 8002 2400 / +352 2462 - 2400

 

internet details:

eBRC:
DIA Circuit ID 1295150890 200/100 MB/s - 880€
+ IPv4 adresses Circuit ID 134086033 - 25€

10G Adva
eBRC<-> Verbois (office)
Circuit ID 12752555 2x10GB/s failover, only 1 active line
3817€/month

 

office:
Fibre L Circuit ID 24527484 200/100 MB/s - 65.8€ -> dirty Wifi

Fibre M Circuit ID 129665740 100/50 MB/s - 40.33€ -> backup Wifi

 

mobile
Account Number
300205626

Customer Number
100196326

Europe - Bomgar PAM third party guide


link

ID: 207290235

Created at: 2016-01-07T11:13:54Z

The below instructions are meant for Third parties on accessing the authorized systems inside Vistra network. You can also use the attachment to inform the autorized parties. 

  1. Visit the Vistra Citrix Webpage https://nlcitrix.vistra.com/ and Login using your credentials and token.
  2. Click on the following application and accept the policy agreement.
    Note: You need Citrix receiver installed. If you are visiting the website on the a non-Microsoft web Browser you need to manually run the downloaded Citrix connection File after download.

  3. Login with the same windows credentials in the next screen:
  4. If you followed the above steps correctly you should see the Bomgar Console in your screen:
  5. You will see the servers which you can request access for. Double click on a server to request access. Describe the reason for this connection and the time you need for this session.

    The required approver will receive an email which needs to be approved first.
  6. Once approved you will get a popup inside the Bomgar Console which indicated the session is approved.
  7. Inside Bomgar console, double click on the approved server again to start an RDP session. Login using the same windows credentials in the below popup
  8. If you have followed the steps correctly you now have an RDP session to the server:

Share file Licencing - Monthly Task M17


link

ID: 207282665

Created at: 2016-01-06T13:54:51Z

Share file Licencing - Monthly Task M17
RP - 06/01/2016

1) Open - \\work.local\itsupport\Global\Sharefile Licensing

2) Log into - https://chevault.sharefile.com (Log in details in Password Database)

3) Click “Manage Users” then click “Browse Employees”

4) Now you can view all the employees you can now perform a comparison yourself between the Sharefile database & the spreadsheet (\\work.local\itsupport\Global\Sharefile Licensing) under the “CHE” Tab on the spreadsheet.

5) If you notice any users that are on the Sharefile database but aren’t on your spreadsheet then add them to the spreadsheet so you have a complete mirror comparison as the Sharefile database.

6) Once you have completed CHE you can now move onto doing the same check for LUX Vault by logging into - https://luxvault.sharefile.com (Log in details in Password Database)

7) Click “Manage Users” then click “Browse Employees”

8) Now you can view all the employees you can now perform a comparison yourself between the Sharefile database & the spreadsheet (\\work.local\itsupport\Global\Sharefile Licensing) under the “LUX” Tab on the spreadsheet.


9) After you have checked all the staff please ensure you do a total (As shown below) on both CHE & LUX.

10) Final Part - Click on the Licences tab, browse to - \\work.local\itsupport\Global\Accounts\OrdersIndex & update the spreadsheet with any recent purchases of Sharefile licences for both CHE & LUX.


Task Complete

FOG - Deploy IMAGE


link

ID: 206533099

Created at: 2015-12-24T15:45:55Z

in FOG enabled offices, building/reimaging PC's are done though Image deployment using FOG server. This guide will explain how to use FOG to Deploy images to new and used machines. It is important however to remove existing PC's from Epolicy(EPO).

 

Process Summery:

The following steps are taken place to deploy a PC. 

  1. Register host/s by either preferred method
  2. Join the host/s to the right group (only if imaging and leave it there)
  3. Deploy image by either preferred method
  4. Postimage: Wait until PC is up and run the postimage
  5. Drivers: After reboot run the autoinstall drivers.
  6. McAfee: move the host in McAfee Epo to the right group

 The next part of this KB will explain the above steps in details. the preferred method is using PXE menu.

Detailed process:

The below detailed instructions explain how to deploy an image. NOTE!!: when buying PC's in batch, make sure the supplier is pre-enebling the below and providing you with a list of MAC-addresses.

 

  1. In Bios change the setting to allow NIC and PXE booting. You also need enable NIC in boot sequence:

  2. Boot the PC using F12 key and select boot to NIC.
  3. keep pressing the ARROW KEYS to avoid the machine skip the FOG PXE. untill you see the below menu.
  4. Depending Whether the PC is new or used you should see the following screens. You need to Register new PC's First before being able to Deploy image on. Follow the steps:

 

New Machine
Register and deploy
Used Machine
Deploy

Upon selecting the Full host registration a Wizard will guide you through the process:

  1. Type in the PC name (example: AMSWRK###)
  2. Select the latest Image file (use ? for help)
  3. type Y and Select the Correct Group (use ? for help) Example: AMS
  4. Type N for Product Activation
  5. Y for adding to AD
  6. Leave the Primary user blank
  7. Leave TAG1 and TAG2 blank
  8. Y for deploying the imaging in to this PC
  9. Enter your FOG Username and Password.
  10. Force Shut down PC and start via PXE again.
  11. Image will download to the PC now. Wait until you see the desktop. or are able to login using your domain account.
  12. From desktop Run the green postimage icon shown in the right column.
  13. Login with an admin account and run the autoinstall driver script from sources twice 
  14. Move to activate and Encrypt the PC in MacAfee Epolicy from lost&found>Workgroup.

After selecting Quick Image follow the below steps to Deploy the Image to this PC: 

  1. Enter your FOG Username and Password
  2. Image will download to the PC now. Wait until you see the desktop. or are able to login using your domain account.
  3. From desktop Run the green postimage icon shown in the right column.
  4. Login with an admin account and run the autoinstall driver script from sources twice 
  5. Move to activate and Encrypt the PC in MacAfee Epolicy from lost&found>Workgroup. remove any double hostnames.

 

This is how the Postimage on Desktop Looks like.

 

Release button Xerox printer disappear


link

ID: 206511259

Created at: 2015-12-21T13:42:17Z

  1. Login to printer. Expand 'login / permissions / accounting' -> 'accounting method' -> edit -> change accounting method to 'network accounting'


  2. From here, login to the amssrvprn001 -> open Equitrac Office Manager -> select the printer and full in the correct Admin ID and password -> Initialize. This will take up to 5 minutes, the printer will be rebooted

  3. This should add the 'release button' again

ZRH - First frame


link

ID: 206510319

Created at: 2015-12-21T11:28:33Z

 

support.vistra@firstframe.net

office@firstframe.net

 

Silvio Romano (Client manager)

Silvio.romano@firstframe.net

+41 41 768 08  37

 

Daniel Staub

Daniel.staub@firstframe.net

+41 41 768 08 23

 

Loris Duttweiler

Loris.duttweiler@firstframe.net

+41 41 768 08 70

 

further information

http://www.firstframe.net/de/unternehmen/networkers.html

Tel 041 768 08 00

 

first frame networkers ag
ict services + ict security
haldenstrasse 1 ch-6340 baar
fon +41 41 768 08 23
web www.firstframe.net
www.cloudzug.ch

LUX - DELL


link

ID: 207179065

Created at: 2015-12-17T12:25:34Z

Inside Sales Account Manager

Alex_Van_Nuffel@Dell.com

+352 2630 4740

 

Alain_Caplier@Dell.com

Christel_Renders@dell.com

 

http://www.dell.com/premier

 

https://techdirect.dell.com

support  : +352 342 08 08 075

Pro-Support : +352 24 87 10 36     

Europe - useful links


link

ID: 207127955

Created at: 2015-12-14T09:11:58Z

OpsView:

https://10.30.10.200

https://opsmon.vistra.com/monitoring/

 

Mimecast:

https://console-uk.mimecast.com/mimecast/admin

 

McAffee:

https://luxsrvepo01:8443

https://amssrvepo001:8443

https://zrhsrvepo01:8443

Safenet:

https://cloud.safenet-inc.com/console/Snapshot.aspx

Racktables:

racktables.vistra.com


Bomgar:

https://nlpam.vistra.com/login/

https://it.remotesupport.vistra.com/login/pre_login_agreement

Nimble:

https://infosight.nimblestorage.com

Jersey: https://10.4.10.105/

London: https://10.39.10.105/

 

UDP:

https://amssrvstore001:8015/

https://cypsrvstore001:8015/

https://jersrvstore01:8015/

https://ldnsrvstore001:8015/

https://luxsrvstore01:8015/

http://zrhsrvstore01:8015/

 

Bluecoat:

https://portal.threatpulse.com/

http://portal.threatpulse.com/dashboard/dashboard.php

https://trust.bluecoat.com/

 

Domains:

http://vistragroup.toolpad.com/lib/php/login.php

https://my.ixwebhosting.com/login#

https://www.dns-dashboard.com/login.php

https://www.europeregistry.com/

 

Meraki:

https://account.meraki.com/login/dashboard_login?go=

 

SAS Cloud:

https://cloud.safenet-inc.com/console/Default.aspx

 

LoopUP

https://my.loopup.com/

 

webmails:

https://luxwebmail1.vistra.com

https://nlwebmail.vistra.com/

https://chewebmail.vistra.com/

https://jerwebmail.vistra.com/

https://ukwebmail.vistra.com/

 

webmail archives:

https://luxsrvarc01/...

 

Sharefile:

https://luxvault.sharefile.com (only LUX)

https://chevault.sharefile.com

Group - Bomgar - Support Users


link

ID: 206290059

Created at: 2015-12-07T17:09:41Z

Create new support user

Depending on the User's Function add the admin username in on of the below AD groups:

Application - IT - Vistra Group - Bomgar ITreps
Application - IT - Vistra Group - Bomgar ITreps CEE
Application - IT - Vistra Group - Bomgar ITManagers
Application - IT - Vistra Group - Bomgar BSreps
Application - IT - Vistra Group - Bomgar BSManagers

How to support users with Bomgar

There are different ways to support users using Bomgar. Please decide the best possible method depending on the situation and below chart:

link to support Portal: https://nlremotesupport.vistra.com/

 
Method Inside Vistra Outside Vistra
Support Portal > Session Key YES YES
Support Portal > Select engineer YES YES
Jump client * YES No
Jump to YES No
 Support Button ** YES Yes

*= Needs GPO Deployment
**= Needs Manual deployment

 

Jump Client:

This method is the fastest and easiest support method. "Jump Client" is a bomgar client tool which runs on Windows clients and is deployed through GPO. The current available offices are Amsterdam and Luxembourg. This feature will expand in other offices. Once this is done the pc will be available right from the Rep console. Unlike Jumping to a PC this method does not need installation which saves you time on connection 

  1. Search for the computer inside your Rep. Console.
  2. Check if the right person is behind the pc:
  3. Double click or hit  button to remote connect.


 

Jump to:

In case the Jump client is not deployed or missing you can also manually run it:

  1. in Rep console click on top of the screen on Jump to...
  2. Select the correct JumpPoint where the PCin that Hub.(example: Jersey for LDNWRK pc’s)
  3. If login screen appears. Login using your admin account.
  4. Ask for user to accept.

 

Support Portal - Select Engineer

This method works best for following situation
- The client is outside Vistra's network
- Non of the previous methods works for clients

  1. Ask the customer to visit the Support Portal page and click your name.
    https://nlremotesupport.vistra.com/
  2. Ask the customer to click on the orange link and click run in the new screen.
  3. Go to your Rep Console and accept the support request:


 

Support Portal - Session Keys

In unique situation when non of the above works(lack of user knowledge) you can generate a session key and email it to the user.

  1. in your Rep. console click on the Session key
  2. Decide the expiration time and send the link by either using your local outlook (Send local Email) or paste it in an email using Copy URL
  3. When the customer opens the received link bomgar client will automatically download. The customer needs to run the client once download is completed.
  4. you will recieve a request inside your Rep. console which you need to accept.

Group - SAS Self-service portal for enduser


link

ID: 206991465

Created at: 2015-12-07T08:58:24Z

Please see attachment below:

Group - Get remote settings - Serial/Mac address


link

ID: 206236369

Created at: 2015-12-04T14:21:57Z

If you need some remote information from a workstation:

launch CMD and type in this commands

wmic /node:ABCWRKXYZ csproduct get identifyingnumber

wmic /node:ABCWRKXYZ nic get macaddress

 

Europe - Set up workstations


link

ID: 206931915

Created at: 2015-12-04T07:50:00Z

Vistra IT or local IT need to do the first part, see file attached.

 

Then RDP to the workstation and install:

Adobe Reader, Citrix, Java, Microsoft Office, Nuance PDF and McAfee,

Windows updates (WSUS or GFI LanGuard)

 

For LUX workstations see file attached.

 

Add the new workstation to the WOL scripts.

Group - Delete Exchange user without deleting in AD


link

ID: 206838325

Created at: 2015-11-30T09:44:50Z

In some cases we need to leave the users account in AD

in the exchange power-shell you type:

Get-Mailbox <user>

to verify the user and mailbox as show below:

 

then you type:

Disable-Mailbox <user>

and say Y:

Amsterdam - Equitrac Follow me printing


link

ID: 206174751

Created at: 2015-11-27T11:19:11Z

Users have the below red marked print queues in Amsterdam which they receive through GPO on logon. These print ques are installed on AMSSRVPRN001 and are virtual print queues. The physical queues are also installed on the same server. Equitrac database and services are installed on the same server. The services depends on windows standard services. example: DNS client service

When a user prints to these printers, the job will be held on the server until the same user authenticates on a printer. The job will then be forwarded to the physical print queue which is also installed on the same server. On the server use this shortcut to see the held jobs. You need to open the window from the taskbar after running this shortcut.

 

Card authentication:
A new user needs to swipe hes/her schiphol pass and login using the same Windows username and password to register the pass(card)

Alternative authentication:
In case the user don't have the Schiphol CARD, an alternative pincode may be needed to be created using the following steps:

  1. On AMSSRVPRN001 run the following shortcut as administrator and connect to locahost
  2. In the new window click on Users(A) and select the user by clicking (B)
  3. Enter a unique 4 digit number(C) hit OK and give this pin to the user.

Troubleshooting

Users are having Printing issues:

Cleaning the queue:

Use this only if the problem accures on all the printer and the above solution does not solve the issue.

  1. Stop EQ DRE Service
  2. Clean spool folder
    C:\Documents and Settings\svcamsprn\Local Settings\Application Data\Equitrac\Equitrac Platform Component\4\EQDRESrv\EQSpool
  3. Start EQ DRE Service

 

Printer Inventory Amsterdam:

7th Floor

Entrance Left = 10.40.30.71
Entrance Right = 10.40.30.72

Pantry Left = 10.40.30.73
Pantry Right = 10.40.30.74

HR Left = 10.40.30.75
HR Right = 10.40.30.76

8th Floor

IT Left = 10.40.30.86
IT Right = 10.40.30.85

Support = 10.40.30.87

Entrance Left = 10.40.30.81
Entrance Right = 10.40.30.82

Pantry Left = 10.40.30.83
Pantry Right = 10.40.30.84

 

 

Asia - Policy - Mapped Drive Policy and groups


link

ID: 206170731

Created at: 2015-11-27T08:11:54Z

Mapped drive are assigned through Group Policy Objects across sites, devices, groups and in some cases even specific users. the following instructions explain how these policies are assigned and how to look at the attached sheet in this article.

The mapped group policies are assigned in multiple layers. See the corresponding Sheet columns (X) below in red. Please read the explanation and scroll down to download the excel sheet.

Sheet
Column
Explanation of each Column
(A) group policy name (GPO)
(B) What drives letter/s GPO is mapping
(marked red if not unique)
(C)

Each drive letter has its own UNC share path.
Note: a drive letter might be used for more than one share. these drive letters are marked red in the sheet. 

example: T drive in office A might be different to T drive in office b (different path)

(E)(F)

The GPO will apply to the specified group/s and/or user/s

(H)(I) (J) The GPO is linked to 1 or more OU container in AD.
(M)(O) filter: Even when you are part of the groups mentioned, sometimes you do not get the mapped drives required. This is because in same cases you also need to be part of more than one group to get that GPO applied to you.
(L) (N) The columns  indicates if is mandatory or optional
(required either of the groups or both)

Group - Policy Hub IE Settings


link

ID: 206157731

Created at: 2015-11-26T14:48:52Z

Please be advised that Policyhub uses SSO (single sign on)  which connects to our ADFS (Active Directory Federation Services) server located in Amsterdam.

For the SSO process to work in IE we have deployed IE settings via a group policy.  If you receive the below you will need to look at why the policy has not worked\applied however you can manually configure IE with the below settings to get SSO working:

Let either Wendy or Maro know if you have any further questions.

Example: Authentication prompt when IE Settings are incorrect



IE Settings

1)


2)

Group - Configure SAS Radius server on CSG Server


link

ID: 206009142

Created at: 2015-11-26T06:29:52Z

Please see attachment below:

Group - Mobilepass guide for enduser


link

ID: 206007372

Created at: 2015-11-26T03:36:36Z

Please see attachment below:

Europe - Policy - Mapped Drive Policy and groups


link

ID: 206134931

Created at: 2015-11-25T12:49:26Z

Mapped drive are assigned through Group Policy Objects across sites, devices, groups and in some cases even specific users. the following instructions explain how these policies are assigned and how to look at the attached sheet in this article.

The mapped group policies are assigned in multiple layers. See the corresponding Sheet columns (X) below in red. Please read the explanation and scroll down to download the excel sheet.

Sheet
Column
Explanation of each Column
(A) group policy name (GPO)
(B) What drives letter/s GPO is mapping
(marked red if not unique)
(C)

Each drive letter has its own UNC share path.
Note: a drive letter might be used for more than one share. these drive letters are marked red in the sheet. 

example: T drive in office A might be different to T drive in office b (different path)

(E)(F)

The GPO will apply to the specified group/s and/or user/s

(H)(I) (J) The GPO is linked to 1 or more OU container in AD.
(M)(O) filter: Even when you are part of the groups mentioned, sometimes you do not get the mapped drives required. This is because in same cases you also need to be part of more than one group to get that GPO applied to you.
(L) (N) The columns  indicates if is mandatory or optional
(required either of the groups or both)

Group - Help desk guide for SAS portal


link

ID: 205990912

Created at: 2015-11-25T09:59:37Z

Please see attachment below:

Group - Creating Domains


link

ID: 206111611

Created at: 2015-11-24T12:05:27Z

New domain solution for creating domains, called Com Laude.

1) You need to send the attached form to the requester to fill it out and got it approved by the local MD

 add the information to the order index sheet

 

2) go to https://www.dns-dashboard.com

select Domains - Order

 

enter domain names that you want to check:

check the availability and select the correct domains and click on order

fill out the details:

click on order:

check domain:

 

 

 

Group - Provision Mobilepass token to user on SAS portal


link

ID: 205969682

Created at: 2015-11-24T08:45:59Z

Please see attachment below:

Group - Assign a hard token to user on SAS portal


link

ID: 205969662

Created at: 2015-11-24T08:45:17Z

Please see attachment below:

Group - PolicyHub IT Admin Guide


link

ID: 206105741

Created at: 2015-11-24T04:32:03Z

- see attached below

Europe - Laptop setup


link

ID: 205954402

Created at: 2015-11-23T15:22:05Z

Do initial set up by Vistra IT or local IT.

name the laptop like ABCLAPXY

as ABC = office location

XY = number

example: GVALAP02, LUXLAP06

 

user = europe-IT, password in db, t...t

user2 = user, password LetMeIn

 

giver user admin permissions

passwords never expires on the two accounts

 

go to control panel
user accounts and family
user accounts
change user account control setting

 

disable Win10 upgrade (GWX)

A) disable GWX

1. Type regedit in RUN or Start search box and press Enter. It'll open Registry Editor.

2. Now go to following key:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows

3. Create a new key under Windows key and set its name as GWX

So the final key path would be:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\GWX

4. Now select GWX key and in right-side pane create a new DWORD DisableGWX and set its value to 1

B) disable OS Upgrade
1. Now go to following key:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows

2. Create a new key under Windows key and set its name as WindowsUpdate

So the final key path would be:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\WindowsUpdate

3. Now select WindowsUpdate key and in right-side pane create a new DWORDDisableOSUpgrade and set its value to 1

 

uninstall all not needed software

 

install

Java

Citrix receiver

Adobe Reader + Flash

Chrome

 

from Sharefile:

MS Office without Outlook

Nuance PDF

 

McAfee 

refer to this link:

https://itsupport.vistra.com/hc/en-gb/articles/208051475-Europe-Offline-Laptop-Encryption

 

Europe - install Gemalto Banking IDBridge CT710 reader


link

ID: 205914102

Created at: 2015-11-20T17:27:11Z

To install  /fix the Gemalto Banking IDBridge CT710 reader

Step 3 and 7 are very problematic while supporting the user under their own session.

  1. Check whether the device is properly recognized with the device manager. (I found 1 faulty card reader not showing anything on its display).
  2. Install the X64 driver: https://www.barclayscorporate.com/importantinformation/important-information/pin-pad-drivers.html
  3. Check if you get the binary (exe files) in C:\Program Files (x86)\gemalto
    - Corrupt REG keys / insufficient access result in faulty installations and end up with insufficient amount of files(no exe files) (use M$ FIX it)
  4. Add site to trusted zone and change the zone to accept any kind of ActiveX and set it up to low (Say Yes on the warning).
  5. Install the latest 32bit offline java from https://www.java.com/nl/download/manual.jsp
  6. Make sure older versions are gone(setup path and IE addon) and clear java cache from control panel.
  7. Check whether IE is running 32 bit mode through task manager (starting from the right path is not enough)

    Reset IE and delete cookies (don’t delete favorites/forms/password)
  8. Verify java being recognized correctly http://www.java.com/verify
  9. As a troubleshooting step you can also check the java add-on not being disabled in IE 

 

IE = Internet Explorer
M$ = Microsoft

Jersey - Uniflow Remote assisting to printers (MFD's)


link

ID: 206031181

Created at: 2015-11-19T16:52:06Z

Remote assisting to MFD’s / Uniflow – Jersey

1) Remote desktop to “JERSRVPRN01”

2) Launch “Viewer” on your desktop. Can also be found in (C:\Program Files (x86)\Canon Remote Operation Viewer 2.0).

3) Enter the IP Address of the Printer you want to connect to & click “OK”
JERMFD01 – 10.4.30.101
JERMFD02 - 10.4.30.102
JERMFD03 - 10.4.30.103
JERMFD04 - 10.4.30.104

4) Password can be found in the password database under..
(Vistra/Jersey/Printers/Remote Assisting MFD Uniflow Screen)

5) You will now see the interface of the printer, you can watch what the user is attempting to do if they are experiencing a problem.

6) If you would like to log into the machine as an admin click “PIN Code” 

7) You will be able to log into the admin interface of the printer. Password can be found in the password database under..
(Vistra/Jersey/Printers/Uniflow Admin Password)

8) Process complete

Jersey - Uniflow Assigning a Temporary Pin


link

ID: 205883072

Created at: 2015-11-19T10:18:58Z

Uniflow Jersey  - Assigning a temporary pin
RP 18/11/2015

1) Remote desktop to “JERSRVPRN01”

2) On your desktop you will see the below. “Uniflow Server Configuration”, Launch this.

3) Click “Continue to this website”

4) You will be asked to log in, click on the PIN option on the right hand side & the password to log in is in the Password DB.

5) You will then be able to see the Uniflow interface, click “Base Data” on the right hand side, then click “User”.

6) You will now be able to see all the users that are imported in Uniflow.

7) To search for the user that has forgotten there access card & needs a temporary pin code to print use the below highlighted filter function to search for the user.

8) Once you have found the user you want to assign a temporary pin code click on the user

9) Click “Add Identity”

10) Under the “Identity Type” you will see a option to choose called “Pin Code”, choose pin code.

11) Set a Pin Code under the “Value” column & click “Add Identity”


12) Click “Save + Back”

13) Set a reminder to remove the PIN Code the next morning.


14) Click the RED Cross (as shown below) to remove the pin code from the users account

15) Process complete

Group - Sharefile license check


link

ID: 206008391

Created at: 2015-11-18T15:20:41Z

login to

LUXVAULT.sharefile.com and CHEVAULT.sharefile.com

You will find the password in the password database manager

go to the Admin section

and check the licenses (employes)

it shows 6 out of 10, so we are good.

 

now we go to the manage users section

and browse employees

 

please send all of them an email if they still need to have access.

 

***create email and attach***

 

 

 

Creating a User in Zendesk


link

ID: 205868062

Created at: 2015-11-18T14:48:15Z

Creating a User in Zendesk
RP - 18/11/2015

1) Open Zendesk - https://ovgroup.zendesk.com/

2) Hold your cursor over “+Add”& click new.. “User”

3) Fill in the new user’s details & click “Save”


4) Now the user has been created you will need to fill in all of the highlighted below fields..

- Ensure that the correct time zone is set
- Username
field is entered
- Job title field is entered
- Office (Location) field is entered

Note - You should be able to get all this information from Active Directory if you have already created them as a user object.



Once all of those have been filled out it is important that the tag “timezoneset” has been filled in under the “Tags” field.

Please note for CEE staff to add “vistracee” as a tag.

5) Process complete – note that this is important that these fields have been filled in for Zendesk reporting reasons.


MAD - ADSL Router reset


link

ID: 205983911

Created at: 2015-11-17T13:20:17Z

If the connection is lost and also firewall rebooting is not resolving the issue.

 

Then you need to reset the router

 

You should have access to 192.168.1.1

open a web browser to 192.168.1.1:8000

change IP address to 10.26.10.100

subnet mask: 255.255.0.0

login to 10.26.10.100:8000

 go to Management

 

upload the attached config file to the router

Group - Out Of Office setup


link

ID: 205825712

Created at: 2015-11-16T17:16:37Z

current version 1.33_1611215
There is now a tool with GUI available to manage out of office for users. The following instructions explains running and using this tool.

Running the tool: 
Login to one of the admin servers and Run the OOO_v1 program from desktop:

  • AMSSRVADMIN001 (fastest)
  • LUXSRVADMIN01
  • JERSRVADMIN001
  • ZRHSRVADMIN01 (little slow)
  • HKGSRVADMIN01
<-icon

Using the tool:
The basic workflow is:
- Request the user from exchange
- change his/her setting and message
- Save changes

See the screenshot below.
Each red marked number refer to the step below.

Optional: use the corresponding SRVEXC / USER / SRVAdmin for connection to get fast responses.

  1. check your server and Click login.
    You will see a notification when this is successful:
    "Logged in successfully, there you go!"

  2. Start Typing the person's name / username in the DropDown field.
    There is some auto complete functionality which you'll notice while typing.

  3. Hit the "Show Stat"  button to request the current Out of Office setting of that particular user.
  4. Enable/Disable the out of office as requested.
  5. Set internal/external/date options as requested.
  6. Fill in the internal/external  message as requested. (type Arial for font)
  7. Save Changes
  8. Hit Show Stat(3) to review the changes being applied and use the red icon on the top right corner to exit.


Pixel Building - Connection 1st floor <-> 4th floor


link

ID: 205889351

Created at: 2015-11-11T15:00:57Z

POST has installed a new small switch for the IP Telephone

Ports information on the panel

Port1 internet - small switch netgear gs205
Port2 ip tel - switch post ip tel LEBC
Port3 ip tel - switch post small ip tel Vistra
Port4 vistra network - port1 cisco switch

LEBC = Leon Edward Business Center

 

 

 

 

 

 

Group - McAfee EPO repository jobs fail


link

ID: 205860341

Created at: 2015-11-10T13:22:42Z

If the repository jobs fail all the time with an error "Update Master Repository (error.-2147467259)" please follow the bellow procedure

Go in the Master repository in EPO web interface

Select "Current" in the field preset and delete the DAT file.

Repeat the same selecting "Previous" and "Evaluation"in the "Preset" field.

Restart the EPO services.

Relaunch the repository 

 

Group - McAfee EPO upgrade to version 5.3.0


link

ID: 205858181

Created at: 2015-11-10T12:22:24Z

To upgrade EPO from 5.x.x to version 5.3  you have to follow the bellow steps :

CAUTION : Do not upgrade from 5.1.2 to 5.3. In this case go thru an intermediate version first (5.1.3 for example)

1/ Verify that the EPO SQL database has been backup correctly and create a checkpoint of the EPO server.

2/ Delete the temporary / log files of EPO software:

-Stop EPO services.

-Delete the file under the bellow folders:

-Start the EPO services

3/ In the folder "UpgradeCompatibility" of the EPO package you downloaded , run the "UpgradeCompatibility.exe" file and install the needed modules on the EPO server.

4/ Once "Upgradecompatibility.exe" states that the system is upgrade ready , Run the "Setup.exe" of the EPO package

5/ Verify that all the jobs are working (repository update, build new PC, encryption..)

 

 

 

Barcelona - install Agencia Tributia Canaria models


link

ID: 205843391

Created at: 2015-11-09T16:19:58Z

 

go to this webpage

http://www.gobiernodecanarias.org/tributos/portal/jsf/publico/inicio.jsp

chose the blue arrow for downloading

Modelos Tributarios / Programas de Ayuda

chose

Tributos R.E.F. Int. y Propios

download the exe file (if necessary the .ZIP file)

 

connect to AMSSRVCTX05

copy the file to

C:\Support\

open cmd

type "change user /install" and hit enter

install the IGIC to this folder

C:\Program Files (x86)\Gobierno de Canarias

 

copy shortcut to

C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Gobierno de Canarias

 

 

 

Jersey - JT account manager


link

ID: 205691752

Created at: 2015-11-09T12:33:35Z

James Long  

|  Business Account Manager  |  Global Enterprise Business Unit  

DDI: +44 1534 882681 | Mobile +44 7797 792681 |email: james.long@jtglobal.com

JT, PO Box 53, No 1 The Forum, Grenville Street, St Helier, Jersey, JE4 8PB

www.jtglobal.com    View our JT Facebook Page    Follow JT on Twitter

Group - Europe Backup Tapes


link

ID: 205786451

Created at: 2015-11-06T15:42:29Z

 

1) Check backup tapes

we do weekly and monthly backups

AMS - AMSSRVDC002 - monthly

CYP - CYPSRVDC001 - weekly/monthly

JER - JERSRVSTORE01 - monthly

LDN - LDNSRVSTORE001 - monthly

LUX - LUXSRVDC003 - monthly

ZRH - ZRHSRVSTORE01 - monthly

 

contact people:

CYP - Liliana Peter Petrou (and if no-one is there then Nick Terry)

ZRH - Elena Bunka and Pawel

 

every Friday you need to check the PFC email and log in to the DC servers to verify if a tape is inside.

click on start

CA - Arcserve Backup - Manager.exe

Administration - Device

select HP Ultrium X-SCSI

if not, then you should contact the office.

 

2) labeling tapes

you need to send emails to the offices to label the monthly tapes correctly to

CYP and ZRH.

Group - Bluecoat Troubleshooting Flow, Case Handling and Escalation Process


link

ID: 205624812

Created at: 2015-11-06T08:43:34Z

Blue Coat Case Handling

Blue Coat tracks questions and requests for assistance for warranty and support contracts through a Service Request (SR) process. This is typically done by contacting a Global Support Center, or by opening a Service Request through the customer support portal, BlueTouch Online. As SRs are opened, technical information about the product, environment, and customer site will be collected, and a “service severity level” is assigned for each case.

The service severity is defined by the problem type and technical impact, and plays an important role by setting the initial response time, update frequency, and as guidance for the time to escalate issues to a higher level. By setting severity levels, Blue Coat is able to balance its resources for all customers, and to allow timely resolution of technical issues.

In the interest of customer satisfaction and efficient case management, a “duty manager” is on call 24x7 as a resource to assist customers who may feel that the severity of their issue has not been accurately characterized, or the response has not been within the stated timelines.

Severity Definitions

 

Severity Level Severity Description
Severity 1 (Critical)
  • Network or application outage, network/application is "Down", no workaround.
  • Critical customer business operation is fully impaired by iadequate performance.
  • Impaired functionality, critically impacting customer's business operations.
Severity 2 (High)
  • Operational aspect of network or applications is severely degraded.
  • Continuous or frequent instabilities affecting customer business or network operations.
  • Inability to deploy a feature, function or capability.
  • Successful workaround in place for a severity 1 issue.
Severity 3 (Medium)
  • Performance of the network or application is impaired with limited impact to business operations.
  • A functional, stress or performance failure with a workaround.
  • Successful workaround in place for a severity 2 issue.
Severity 4 (Low)
  • Operational issues for certain features/capabilities with no impact to business operations and no loss of functionality.
  • General "how-to" questions.
  • Documentation/process issues.

 

Response & Escalation Times

 

Severity Level Response Time * Escalation Time ** Update Frequency
Severity 1 Immediate 2 hours Continuous
Severity 2 1 hour 24 hours Daily
Severity 3 8 business hours 5 business days Weekly
Severity 4 3 business days 10 business days Weekly

 

* S1 and S2 problems must be logged through the Global Support Center by telephone, or immediately followed up by telephone if logged through BlueTouch Online, to help ensure the response time target is met.

** Blue Coat will make every reasonable effort to resolve the reported customer problem, provide a work-around or escalate to the next level within the times listed. Blue Coat makes no commitment to resolve an issue within a specific time.

Response time is the time between initial contact and active engagement by a support engineer or duty manager. The response times stated here are targets only. Actual response times may vary.

Case Escalation

To expedite the resolution or elevate the severity of a reported problem, Blue Coat encourages customers to contact the on-call duty manager. This can be done by making the request to the customer support engineer to whom the case is assigned or by calling the 24/7 global on-call duty manager contact line at:

The duty manager role is not intended as a replacement to the existing Blue Coat support processes, rather a resource customers may turn to for additional management focus.

Preparing Your Request

When contacting the duty manager, please be ready to provide:

X-Series Case Handling Procedure

The objective of the escalation and notification process is to:

  1. Ensure timely resolution of all customer situations
  2. Provide a means of properly prioritizing problems
  3. Provide management awareness of product and customer issues
  4. Ensure proper resource allocation to meet End User problem resolution requirements
  5. Provide assurances that Blue Coat is focused on providing timely resolutions to technical issues that impact the End User’s business operation.

By selecting the proper Priority, Blue Coat can ensure that high priority issues receive immediate attention. Making the proper selection is very important to the way Blue Coat processes incoming service requests. An improper selection may result in delays in the initial response time f or critical situations. Please use this selection with extreme care.

PRIORITY: The service engineer receives input from the End User on the impact of the issue on the End User’s normal business operations, and the service engineer sets the priority field to the appropriate level. These priorities will drive escalations outlined below. Blue Coat has implemented business notification rules based on these priority definitions. It is extremely important to fully understand a TRUE Business Impact of the issue and assign appropriate priority to a reported problem. Priority of an issue may change even while a case is open.

Priority 1 – Major business disruption
Priority 2 - Significant business disruption
Priority 3 – Minor business disruption
Priority 4 – Minimum to No business impact

For Priority 1 problems (i.e. system outage) with Blue Coat hardware and software products (X -Series), our resolution goals and escalation time frames are as follows:

For Priority 2 problems with Blue Coat hardware and software products (XOS and COS), our resolution goals and escalation time frames are as follows:

For minor problem reports, our goal is to respond within 24 hours and provide a workaround or temporary solution within 10 days. A permanent solution will be incorporated into either a patch release or the next maintenance release.

Note: These resolution and escalation goals and time frames do not apply to third party software applications. Product enhancement requests will be submitted to our product management organization for consideration for the next major software release.

In order to properly characterize and diagnose reported problems, it is necessary for Blue Coat to have the required information indicated below available. This will allow a thorough investigation to take place. The following lists define the minimum sets of data to be collected at the time that a new issue is being reported to a Blue Coat Systems Support Center.

  1. Detailed description of the issue
  2. Description of troubleshooting that has already been completed
  3. Time line of the problem
  4. Description of business impact
  5. “show-tech-support” output from X-Series platform and “cos-tech-support” output from C-Series platform. In a DBHA environment, information should be provided from both chassis.
  6. /var/log/messages files from chassis. In a DBHA environment, information should be provided from both chassis.
  7. Recent upgrades / downgrades for hardware and/or software
  8. Console output from CPM/APM if available
  9. Basic routing information
  10. TCPDumps, other traces if available

In addition to above information, the Blue Coat support organization may request additional information to aid in the resolution process.

Useful links:

https://www.bluecoat.com/support/technical-support/contact-service-support

https://bto.bluecoat.com

https://trust.bluecoat.com

Group - Bluecoat Admin Portal Guide


link

ID: 205778021

Created at: 2015-11-06T08:42:26Z

Please see attached below:

Group - Exclaimer Outlook Edition Quick Admin Guide


link

ID: 205776211

Created at: 2015-11-06T06:43:42Z

Please see attachment below:

AMS - Screening Deployed Client installation and ODBC Setup Guide


link

ID: 205766601

Created at: 2015-11-05T14:18:47Z

Screening Deployed

Screening Deployed is mainly used in Compliance departments. The data is saved on XXXSRVSD### servers and the client is either located on Citrix servers or locally on the some of the machines.

 

Client SETUP

To setup a new pc you need to install the client and create a SQL ODBC

  1. Install MSI from \\amssrvfs001\sources$\ScreeningDeployed5.6_32 and select Client in the wizard
  2. Open DBDescribe.xe from c:\Program Files (x86)\Screening Deployed and ask the senior of the team for the right settings.

    -Database name: TMS5 
    -User: sa (sql instance)
    -Pass: ask the senior member of the team
     

ODBC SETUP

  1. Depending on the machine run:

    (x86) C:\windows\system32\odbcad32

    (x64) C:\windows\sysWOW64\odbcad32

  2. if connection missing create new iser DSN
    DATA Source > Select SQL Server with the following connection strngs:
    - Name: TMS5
    - Description: NL Screening Deployed
    - SQL username: amssdws
    - Password: password manager
  3. change default database to TMS5
  4. enable use ANSI quoted identifiers and ANS nulls, paddings, and warnings
  5. test the connection in the end.

 

Create secure connection (if the application is not working)

 1. Open C:\program files (x86)\screening deployed -> DBDescribe.exe

 2. Fill in all of the settings as below:

DSN: MLTTMS5 (Or the relevant data source name for the jurisdictions SD)
DST: SQL Server
Schema: dbo
Owner ID: sa
Owner Password : SA Password for the Screening Deployed SQL DB

 

testing software

  1. Open Investigator application:
    ("C:\Program Files (x86)\Screening Deployed\investigator.exe) – 64bit PC
    ("C:\Program Files\Screening Deployed\investigator.exe) – 32 bit PC
  2. login details:
    Username: W001
    pw: test1ng

 

LUX - Cleaning tape


link

ID: 205592712

Created at: 2015-11-04T13:46:39Z

Login to LUXSRVDC002

open CA arcserve backup manager

 

in the menu on the left side you click on administration and device:

 

Then you need to dismount the tapes.

do a right click on the first tape, select tapes 1-4 and chose offline

 

When its ready you should see this popup:

now you can take out the left side tapes and put in the cleaning tape.

you need to right click the tape and click on clean tape head:

 

When its finished you will see this popup:

 

 

 

Just in case you don't see any cleaning tapes,

you should manually set the cleaning tape to slot.

right click on the auto loader and open library properties:

chose the Cleaning tab

Select the slot where the cleaning tape is and click on <<Add

Geneva - Banking - JPMorgan


link

ID: 205588762

Created at: 2015-11-04T10:16:04Z

RDP to the “Rubis” server and log in with your Admin account, and do the following

If this is the first time you will use Core FTP then you will need to do the following to set up the connections to each bank

Creating a connection to JPMorgan

If you have done the above and already have a site created the choose “New Site” at the bottom of the page.

Enter the below into the new site for the JPMorgan connection

 

Password is in the PW manager

Import the PGP certificate to Kleopatra

open Kleopatra

chose import Certificates

go to "C:\Support\GVA Banking JPMorgan" and select VistraGeneva.gpg

then you should see the IT Support certificate

Downloading JPMorgan files

 a) From the site manager click on the JPMorgan site and then connect

 

b) on the right hand pane you will see 1 folder “outbound” go to it then you see ”FromJPMC”, enter it.

c)within the left hand pane select the button, this is going to specify the location on where the files will be downloaded to.

For JPMorgan choose the following location “D:\CPS\Interfaces\JPMorgan\Downloaded\

 

d) Now you can transfer the files.

e) Open the folder in Windows Explorer "D:\CPS\Interfaces\JPMorgan\Downloaded"

f) right click the file and chose decrypt

 

g) enter the password for the files

if this is correct you should see like here:

h) Unzip the file to its folder

 

i) Move the files to the monthly folder

 

 

 

contact:

bjorn.rosendahl@jpmorgan.com

Geneva - Banking - LODH


link

ID: 205745491

Created at: 2015-11-04T09:54:09Z

RDP to the “Rubis” server and log in with your Admin account, and do the following

               

If this is the first time you will use Core FTP then you will need to do the following to set up the connections to each bank

 

Creating a connection to LODH

When you open Core FTP the “Site Manager” will appear enter the following details.

Password is in the PW manager

 

Downloading and Extracting LODH files

a) From the site manager click on the LODH site and then connect

b) then in the right hand pane you will see an “in” and “out” folder please choose the OUT folder

c) within the left hand pane select the  button, this is going to specify the location on where the files will be downloaded to.

For LODH choose the following location “D:\CPS\Interfaces\LODH\FTP

d) from the right-hand pane within the OUT folder you will see “.exe” files. Each file shows the date and time it was uploaded. You will need to download all files from the time the download was done the previous day up to the current time and date. Note the time you did the download on the Daily Tasks spreadsheet.

 

For example, if the previous day's download was done at 13:00, you will need to download everything after 13:00 for the previous day, and all files for the current day.

 

Arrange the right hand pane by date then select all the “.exe” files from the current day, and all files that arrived after yesterday's download was done.

 

 This will download the exe files into the location specified in part C

Once downloaded you will see the flies in the left hand pane

e) now use Windows explorer to UNC to D:\CPS\Interfaces\FTP

Each one of these files in Encrypted with the same password, this is also in the PW manager

Do the following to encrypt

Click on the file and WinRAR will open, keep the default location (if this is changed the file will not be uploaded into CPS) and click install

You will then be asked for the password (it’s in the PW manager)

Click OK and it’s done.

Now do the same for all the files for the day.

Once the have been extracted I usually move the .exe from of the day from the root of the FTP folder into “Nouveau Dossier” just to keep it clean.

 

 

contact:

info-tp@lombardodier.com / a.abdellah@lombardodier.com

Geneva - Banking - Pictet


link

ID: 205745291

Created at: 2015-11-04T09:43:28Z

RDP to the “Rubis” server and log in with your Admin account, and do the following

               

If this is the first time you will use Core FTP then you will need to do the following to set up the connections to each bank

Creating a connection to Pictet

 If you have done the above and already have a site created the choose “New Site” at the bottom of the page.

 Enter the below into the new site for the Picet bank connection

Password is in the PW manager

 

Downloading Pictet Files

 A. from site manage choose Pictet

B. In the right hand pane you will see 2 folders “All” and “New” please choose “New”

within the left hand pane select the button, this is going to specify the location on where the files will be downloaded to.

For Pictet choose the following location “D:\CPS\Interfaces\Pictet\In\”

From within the right hand pane go into the “new” folder and you will see a number of different files

you need to download the files

016552 and 998218 to D:\CPS\Interfaces\Pictet\In\ 

0614380 and 999037 to D:\CPS\Interfaces\PictetGeneve\IN

 

And that’s it for Picet.

 

contact:

msideris@pictet.com

Group - Internet Explorer - Search Engine


link

ID: 205567292

Created at: 2015-11-02T17:10:02Z

How to install/change Internet Explorer Search engine.

Bluecoat happens to break google dynamic search results for some of the users.
(even inside citrix) The webpage shows blank results When you use google search. 

 

Workaround

Group - Windows - alternative access and commands


link

ID: 205724261

Created at: 2015-11-02T16:44:53Z

The saying all roads lead to Rome applies in Windows menus as well. In some cases however accessing these menus are not possible through one of the methods.

This can be caused by permission, broken, locked and/or no free sessions. In these situations you can use an alternative way to access these applications by either run a command or browse to the alternative path. 

Use the following list to alternatively run/open the programs/settings. Remembering some of these commands will help you speed up time you need to solve an issue as well.

CMD> means use it in Commandline

Purpose Command
Outlook profile settings 

C:\Program Files (x86)\Microsoft Office\Office14\MLCFG32.CPL

C:\Program Files (x86)\Microsoft Office\root\Office16\MLCFG32.CPL

Add or Remove Programs control appwiz.cpl
control /name Microsoft.ProgramsAndFeatures
Device manager devmgmt.msc
Monitor Displays control desk.cpl
Internet Option control inetcpl.cpl
Mouse Settings control /name Microsoft.Mouse
Connection Center control /name Microsoft.NetworkAndSharingCenter
Network adapters control ncpa.cpl
control netconnections
ODBC Data Source  control odbccp32.cpl
Power options  control powercfg.cpl
 Audio Devices  control mmsys.cpl
list mapped drives paths CMD> NET USE
Mount Drvies CMD> NET USE X: \\SERVER\SHARE
(replace X with drive letter you want to mount)
Active user profile folder CMD> echo %userprofile%
Display dns cache ipconfig /displaydns
Clean dns cache ipconfig /flushdn
Advanced pinging pathping IPADRESS/DOMAINNAME
DNS name resolution checking nslookup DOMAINNAME/MACHINENAME
Shutdown if you cant or remotely Shutdown /i
(follow the gui)
 Scan system files for problems sfc /scannow
Clean Que(DONT run on CTX!) del /f /q c:\windows\system32\spool\printers\*

Advanced 

Purpose Command
iSCSI Iniator control /name Microsoft.iSCSIInitiator
Task Schedular control schedtasks
Register a DLL CMD>regsvr32 NAME_OF_THE_FILE.dll
Stop / Start a Service CMD> Net stop/START SERVICENAME   (example net stop spooler)
Installing a service CMD> sc create YOUR_SERVICE_NAME
binPath= "C:\Program Files\WATHERVER\BINARY_server.exe"
DisplayName= "NAME THE DISPLAY NAME" start= auto
list remote machine processes CMD> tasklist /s MACHINENAME |more
Kill a process on a remote machine CMD> taskkill /im "PROCESSNAME.exe" /f /s MACHINENAME
list listening/connected
TCP ports with the PID (process ID)
CMD> netstat -aon | more
generate realtime device and user policies CMD> rsop /r
Overwrite Deleted data to make it untraceable cipher /w:driveletter:\foldername
Find last reboot time

systeminfo | find "System Up Time"

 

credential manager start control /name Microsoft.CredentialManager

Amsterdam - Sent mail going to wrong Sent Items folder - Fix


link

ID: 205540042

Created at: 2015-10-30T08:56:47Z

If users are sending mail from a shared mailbox, such as hr.nl@vistra.com (NL Human Resources), but the sent mail is going into their own Sent Items folder, there is a powershell command that you can run:

 

There are two parameters we can use:

So we can configure “send as” and “send on behalf” behaviour separately.

 

There are two values we can use when configuring the sent items behaviour:

 

To configure the NL Human Resources mailbox we can run the following command in the Exchange Management Shell:

 

[PS] C:\>Set-MailboxSentItemsConfiguration "NL Human Resources" -SendAsItemsCopiedTo:SenderAndFrom -SendOnBehalfOfItemsCopiedTo:SenderAndFrom

 

Group - Printer - queue setup


link

ID: 205529502

Created at: 2015-10-29T17:20:09Z

Important!

Naming
Use the correct naming convention as below:

 

Security
Change the printer queue security as below:

add and Allow all access for the following groups:
- domain Admins
- Security - IT - Vistra Group - Global Printer Administrators
- Service account (if neeeded)

 

Allow Print only permission for the following group:
- Everyone

 

Sharing

HKG Screening Deployed Client installation and ODBC Setup Guide


link

ID: 205671891

Created at: 2015-10-29T06:56:47Z

Screening Deployed Client installation

  1. Run ScreeningDeployed5.6.32.msi

 

 

  1. Install SQL client 2012 (Optional, if the PC/Citrix server doesn’t have)

ODBC Setup

USER DSN Configuration: (must be configured on the users’ profile. i.e must be logged in as the “User “ in his/her own PC or citrix session)

  1. Go to ODBC Data Source Administrator > click “ADD”

(x86) C:\windows\system32\odbcad32

(x64) C:\windows\sysWOW64\odbcad32

Create New Data Source > Select SQL Server Native Client 11.0

  1. Copy the settings on the screenshot below and click NEXT (The values will defer depending on the ODBC connection that was used to generate the screening deployed describe file)

 

  1. Copy the settings on the screenshot below and click NEXT

Login ID: hkgsdws

Pw: (in pw db)

  1. Copy the settings in the screen shot below and click NEXT
  1. Click Finish and Click on “test Data source” > connection must complete successfully

 

  1. Open Investigator application

("C:\Program Files (x86)\Screening Deployed\investigator.exe) – 64bit PC

("C:\Program Files\Screening Deployed\investigator.exe) – 32 bit PC

 

Login details

Username: W001

Pw: test1ng

A successful log in will mean that the USER DSN is working properly

  1. Copy the config file and describe file from \\HKGSRVSD01\c$\support\file

And overwrite the config and describe file on the local PC

\\localhost\c$\programdata\screeningdeployed

END…

 

 

 

Group - Mcafee - Run On Demand Scan


link

ID: 205662141

Created at: 2015-10-28T12:49:49Z

Determine what EPO the PC is connected to and log in.

1. go to system tree then locate the PC or serer you wish to scan.

2. go to action ->Agent -> Run Client Task Now

3. Choose the following

Virus Scan Enterprise 8.8.0 -> On Demand Scan -> On Demand Scan then click Run Task now

4. you will then see the task running, give it some time, the status bar will change.

 

 

5. then go to the server task log to monitor the task.

 

Group - Exchange Witness Server Change


link

ID: 205502822

Created at: 2015-10-28T08:32:08Z

Useful link: http://blogs.technet.com/b/timmcmic/archive/2012/03/12/verifying-the-file-share-witness-server-directory-in-use-for-exchange-2010.aspx

 in this guide Luxembourg was used, but the same process can be used for other EXC hubs

********

Preparation:

Add the computer object for your new witness server to the following groups:

Exchange Trusted Subsystem – AD Group

Exchange Servers – AD Group

Add the ‘Exchange Trusted Subsystem’ to the local administrators group on the new witness server

 

 

Before screenshot:

Created PowerShell rollback command in case of any issues:

Set-DatabaseAvailabilityGroup -Identity LUXDAG01 -WitnessServer luxsrvsql01.work.local -WitnessDirectory “C:\Program Files\Microsoft\Exchange Server\V14\LUXDAG01”

 

 

Ran PowerShell to set new witness server:

Set-DatabaseAvailabilityGroup -Identity LUXDAG01 -WitnessServer LUXSRVSQL001.WORK.LOCAL -WitnessDirectory "C:\Program Files\Microsoft\Exchange Server\V14\LUXDAG01"

 

After: Checked in the Exchange management console for change

 

Verified that witness file and directory created on new server

 

Check cluster resources are online

Note the cluster resource name does not change.  This is OK.

 

Run power shell to verify new witness server :

Get-DatabaseAvailabilityGroup -Identity LUXDAG01 -Status | fl name,servers,witnessserver,witnessdirectory,alternatewitnessserver,alternatewitnessdirectory,operationalservers,primaryactivemanager,witnessshareinuse

 

 

 

 

 

 

 

 

 

 

Group - OpsView - Mobile App


link

ID: 205649541

Created at: 2015-10-27T12:51:25Z

1. log into ops view (you must be an administrator) and go to the contacts.

 

 

 

2. Click on the users that will be getting this configured, then click on "submit and edit notification profiles"

3. now configure the IOS Push notification same as below.

4. go to the "host and service groups" in here you can choose what you want to be alerted for on your IOS device. - NOTE you will still be able to see all the hosts in the app if nothing is selected.

 

if you are configuring an android device tick "push notifications for Android Mobile"

 

Please note - this is a personal notification, so you can some in and pick and choose what you want to receive alerts on, without affecting other users.

5. now reload the config.

 

 

 

 

6. download the mobile app from the app store or android store.

5. "Opsview System Authentication" - this is your account you use to log into the Opsview Web Console

 

6."Ops View System Connection"

hostname - opsmon.vistra.com

REST API URL - /Rest

USE SSL - Enabled

HTTP AUTH Username - your ops view username

HTTP AUTH Password - your ops view password

 

7. "Push Notification Settings"

Username - itsupport_1

Password - in the password manager

 

Click done and that's it, give it time to load and then enjoy ;-)

 

 

 

 

 

Group - Opsview - Host Template


link

ID: 205640651

Created at: 2015-10-27T08:58:32Z

1. go into Opsview and go to "Settings - Host Templates"

 

2. click on the "green plus"

 

3. Give the template a name

You can also specify the servers you would like to add to this template. Only if you have set the servers up. if you haven't you can come back and do it later on.

4. Once you Click on submit, you will need to choose the "Monitors" this is the services checks - example below.

to set up services checks in ops view go to - https://itsupport.vistra.com/hc/en-gb/articles/205640171-Group-Opsview-Setting-up-Service-Checks

 

once you click submit  you will need to do a reload of the config.

 

it is worth spending the time on setting up good host templates, for example we have Vistra - Microsoft Exchange host template that has all the necessary services and disk space checks for the exchange servers. meaning we can add all the EXC servers from around the group into this once template.

 

if there is an additional service then edit this template and add the service, this will then be applied to all servers directly.

 

 

 

 

 

Group - Opsview - Service Checks


link

ID: 205640171

Created at: 2015-10-27T08:22:40Z

1. Log into the server you are setting up and check the services, from the example below these are the services I would like to set up.

2. open a note pad and copy the command below.

-H $HOSTADDRESS$ -c nsc_checkservicestate -a "ShowAll" 'Service Name=started'

replace "service name" with the name of the service you want to monitor.

-H $HOSTADDRESS$ -c nsc_checkservicestate -a "ShowAll" 'MSSQL$AMSSD=started'

see example of my notepad below, I have the service check and the display name

 

3. log into Opsview, and go to Settings -> Advanced -> Service Checks

 

4. Click on the Green Plus

5. you will now be on the "New Service Check" screen.

Name - will be the display name of the service.

Description - can be the same as the name.

Services Group - you can either add this to a pre created group, or "enter new" this will create a new service group.

Check Period - leave blank, so it picks up the host configuration

Plugin in - depends what type of check you are going setting up, but most of the time you will need to choose "check_nrpe

Arguments - this will be the line from the note pad we created before.

See example below. 

6. Once you have summited the new check, you will now see it highlighted as Yellow, this means that the server is not yes committed to the configuration.

 

7. go to Setting -> Configuration -> Apply Changes

 

8. then click on reload configuration

 

please note, if you are setting up a few service checks, it is better to set them all up and do one reload rather then reloading the config each time.

 

 

 

Group - Opsview - New server


link

ID: 205480172

Created at: 2015-10-26T15:40:08Z

1. go to Opsview.com and log into the site - details saved into the password manager.

 

2. go to resources and download the windows Opsview agent.

 

.

3. Once you have the client downloaded, copy the executable over to the server and run as admin. and press NEXT on the initial screen.

 

 4. Accept the license and click NEXT.

 

5. keep all defaults on the below screen.

 

6. keep all defaults on the below screen.

 

7. keep all defaults on the below screen, and leave both fields blank.

 

8. install and finish

 

9. We now need to change the service to run under the SVCOPSVIEW. Open services on the server and navigate to the "Opsview NSClient++ Windows Agent (x64)" services.

Stop the service

open the service, and go to the log on tab and change the settings as per the below, Password in the Password DB

 

confirm the service is started with the work\svcopsview account.

 

that is all we need to do from the server side.

 

10. log into ops view, and go to -> Settings -> Host.

Click "Add New"

 

 

 

11. Fill in the Details for the IP and Host name and host group.

 

Host Templates.

 

These are pre defined template for servers but default for every server you should select the following.

"Vistra - Snow"

"Vistra - Opsview Agent"

"Vistra - Monitor NIC"

"Vistra - Mcafee"

"Vistra - Arcserve UDP Agent"

"Os - Windows Base"

 

 

to make it easier when setting up the same server it is a good idea to create host templates is save so much time, please refer to "Group - Ops View - Host Teamplate" guide for this.

 

but for this example you can see I have already created the host templates I needed.

 

 

 

 

 

12 "Monitored by" - Please select the monitoring server based on the location of the server you are setting up, for this example the server is in Amsterdam, so it will be monitored by the "Master Monitoring Server"

 

Master Monitoring Server - Amsterdam Master Opsview Server

HKGSRVOVS - Hong Kong Hub

SGPSRVOVS - Singapore Hub

JERSRVOVS - Jersey Hub

LUXSRVOVS - Luxembourg Hub

ZRHSRVOVS - Zurich Hub.

 

 

13. Then choose the "Host Group it will be Apart of, they are already pre created.

 

 13. Chose the "Check Period" as 24x7 and leave the rest as default.

Note - it is possible to create time profiles for server that we boot daily, this prevents email alerts - this also needs to be set in the notification (explained later on in this guide)

 

 

 

 

 15. before you click on submit go to "Notification" at the top

 

 Next to Notify On - please tick "Down" and Recovery"

 

Note - it is possible to create time profiles for server that we boot daily, this prevents email alerts - this also needs to be set in the notification.

 

16. Go to the monitors tab

 

This is where you can add checks that are not part of a host template.

For example "Check C Drive". we add this manually to each server like this, so the value can be changed on a per host basis to reflects the disk on that server.

 

but any server can be added manually to any server via this service check tab.

 

17. You can now Submit and do a reload of the configuration.

 

 

 

 

 

18. Once the configuration has applied, so to the search box in the top right and search for the server you just added.

 

 

 19. From the picture below you can see the server is now being monitored, and that we need to address some thing like deploy McAfee

 

once everything is green this process is completed.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Amsterdam - Elsevier Install


link

ID: 205441232

Created at: 2015-10-23T08:26:54Z

Elsevier is a finance program for filling and sending archiving tax(including client data)forms. The program is portable and located in a share AMSSRVAPP001.The program exists out of multiple modules which are divided under separate folders based on the module and tax year.

It's important to know which module and which year the user needs. DAS module is used by IT department only. The following steps are required to complete the Elsevier software install request but is also useful in troubleshooting situations:

new user:

  1. Assign a Elsevier (module+year) request ticket which is approved to a Senior staff member.
  2. wait for the ticket to return
  3. remote to user desktop and check weather the P drive is connected correctly and not used for any other purpose. connect it in case this is missing:
    \\amssrvapp001\elsevier$
  4. place a shortcut on the user desktop from the appropriate requested module+year:
    P:\Elsevier\Database\MODULENAME\XZYYYEAR\XZYYEAR.exe
    for example:
    P:\Elsevier\Database\BTW\BtwWin2015\BtwWin2015.exe
  5. Run the program and install the pdf printer when the wizard asks for it.
  6. Let the user fill in hes information
  7. inform the user to save the files to pdf and print it using the pdf reader
  8. Sending forms digitaly: Only TLS 1.0 must be enabled and 1.1 and 1.2 disabled

 

Troubleshooting:

- Check weather the drive is mounted to the right share:
\\amssrvapp001\elsevier$

- check weather the correct screenshot is being used

- Ask a senior staff to check the user inside DAS tool for his documentgroup rights and username.

Jersey - Advent Live Settings


link

ID: 205379322

Created at: 2015-10-20T09:09:37Z

Amsterdam - Endpoint Encryption Pre-Boot Authentication Bypass


link

ID: 205346862

Created at: 2015-10-16T14:10:44Z

Please use this guide if you get calls from users who have the McAfee Endpoint Encryption pre-boot authentication screen when they switch on the computer:

 

 

DO NOT ATTEMPT TO LOG THE USER IN WITH THEIR OWN OR YOUR OWN CREDENTIALS!

 

Ask the user to click 'Options' > 'Recovery' > 'Administrator Recovery'

 

They will then be given a client code which they will need to read to you.

 

Log onto whichever EPO the machine is currently on, go to Menu > Encryption Recovery and enter the client code.

 

 

You will then be given a response code, usually 2 lines which the user will need to enter. Once entered, click 'Finish' and the machine should boot into Windows.

 

Please then let Jamie, Amir or Jack know the machine number and location.

Jersey - Xerox Copy/Scanner ( Log Call)


link

ID: 205341892

Created at: 2015-10-16T08:29:45Z

0870 900 5501

Techincal Support (Reporting Techincal problems)

S/N 2232412502

 

Consumables (Ordering parts)

Get page count before calling

 

 

Jersey - webreality


link

ID: 205341802

Created at: 2015-10-16T08:29:23Z

Tom Witherington

Head of development
web: www.webreality.co.uk
tel: +44 1534 488 888
skype: tomwitherington
tweeting: twitter.com/tomwitherington
facebook: facebook.com/tomwitherington

 

 

Jersey - Winscribe


link

ID: 205415031

Created at: 2015-10-16T08:28:51Z

chris Smith

Project Manager

csmith@winscribe.com

01189842133 ext 826

01189845636

07914595158

Jersey - Cronus


link

ID: 205341432

Created at: 2015-10-16T08:27:51Z

Mike Whitfield

mikew@cronus.biz

+441534762556 

Jersey - Wendy


link

ID: 205414751

Created at: 2015-10-16T08:27:23Z

4764

Jersey - Webreality webdiverseon


link

ID: 205414741

Created at: 2015-10-16T08:27:04Z

+44 (0) 1534 488888

 

From: Mark Evans [mailto:markevans@webrealityseo.co.uk]
Sent: 09 September 2008 14:45
To: info@webdiverseon.com
Subject: Webreality SEO Update - Important

Dear Customers,

We're excited to announce that we're changing our name today to Webdiverseon. The name change gives us more definition as the Island's leading experts in search engine optimisation (hence, Webdiverseon!) and search marketing solutions. You'll find our new website at webdiverseon.com and our emails are changing as follows:

mark@webdiverseon.com

nick@webdiverseon.com

peter@webdiverseon.com

phil@webdiverseon.com

If in doubt email info@webdiverseon.com.

All numbers, and addresses remain the same, and existing bank mandates to Webreality SEO Ltd remain valid.

Assuring you of our full attention at all times,

Kind regards

Mark Evans

Managing Director

Webdiverseon: The Net But Brighter
Vine Street Chambers
16 Vine Street
St Helier
JERSEY JE2 4WB

www.Webdiverseon.com
Skype: markevans911

Telephone. 44 (0) 1534 631163

 

 

 

 

Webreality

Charles House

Charles Street

St Helier

JERSEY JE2 4SF

www.webreality.co.uk

telephone. 44 (0) 1534 488888

direct line. 44 (0) 1534 488801

*************************************

 

Matthew Robins
Joint Managing Director
Webreality
Charles House
Charles Street
St Helier
JERSEY JE2 4SF

www.webreality.co.uk

telephone. 44 (0) 1534 488888
direct line. 44 (0) 1534 488808
mobile. 44 (0) 7797 713336

Out of hours 07797732378

 

Jersey - Videk


link

ID: 205341412

Created at: 2015-10-16T08:26:28Z

David Irwin

Key Account Manager

dave@videk.co.uk

www.videk.co.uk

020 8358 8213

Kingsbury Road, London, NW9 8RW

 

Jersey - Jim Travers


link

ID: 205341392

Created at: 2015-10-16T08:24:09Z

Jim.Travers@2e2.gg

+44 (0) 1481 737000

+447781116953

 

Jersey - Touch Tone


link

ID: 205414721

Created at: 2015-10-16T08:23:40Z

Touch Tone (John)

john@touchtonecomms.com

02083720995

08701720277

Jersey - JT New Account Manager


link

ID: 205414701

Created at: 2015-10-16T08:22:06Z

Paula Thomas

Created : 31/10/13)

 

Paula Thomas  |  Account Manager - SME  |  Global Enterprise Business Unit 

DDI: +44 1534 882681   |  Mobile: +44 7797 792 681   |  Fax: +44 1534 882291   |  email: paula.thomas@jtglobal.com

JT, PO Box 53, No 1 The Forum, Grenville Street, St Helier, Jersey, JE4 8PB

www.jtglobal.com  Viewour JT Facebook Page    Follow JT on Twitter

 

Jersey - Tech Supplies


link

ID: 205414671

Created at: 2015-10-16T08:19:06Z

Maintenance Kits

01534 878798

Hong Kong - ArchiveWeb User Guide


link

ID: 205414661

Created at: 2015-10-16T08:17:37Z

ArchiveWeb is designed for retrieving leavers’ historical emails for business related purpose.

 

By visiting the hyperlink: http://hkgsrvarc02/ArchiveWeb or http://sgpsrvdc02/ArchiveWeb (for Vistra Singapore ONLY), you are able to access, in addition to yours, the archived mailboxes of leavers, which are authorised to you.

 

 

 

  1. By expanding “Mailboxes” on the Navigation Pane on the left, you are able to see your own mailbox and those authorised to you. The structure of archive mailboxes is more or less the same as the one on outlook.

 

  1. By expanding the Preview Pane on the right, you are able to see the email content of selected email.

 

  1. On Preview Pane, you can click on the outlook icon to download selected email, in case you need to reply on it directly or reply as an attachment.

 

 

  1. Paper Clip icon shown on email index stands for, mostly but not a must, attachment(s) on the email. For those having picture, eg. Company logo, on email signature Paper Clip icon is still shown on email index even without attachment on the email.
  1. Searching Email:

 

Option A:         Click on “Actions” on Tools bar and choose “Search”, you will be switched to Search page as shown below:

 

 

 

Option B:         Click on “Search” tab and then “Exchange Archive” on the Navigation Pane on the left to go to Search page.

 

Tips for conducting a search on ArchiveWeb:

 

On the “Option” tab,

 

  1. Check all “Search in Subject”, “Search in Message Text” and “Search in Attachment

 

  1. Put in your key word on “Fulltext”, double quote the key words if it’s more than one word, eg. “Hello Test”, to make sure relevant emails will be come out only.

 

On the “Mailboxes” tab,

 

  1. Check the mailbox(es) in which you want to conduct the search

 

  1. Click “Search” button to start searching.

 

Jersey - Vigil Software Support


link

ID: 205414651

Created at: 2015-10-16T08:17:19Z

08452000317

Jonathan Tassier
Vigil Software Support
Tel: 0845 2000 317
Fax: 0845 4900 246
Email: support@vigilsoftware.com

____________________________________
Vigil Software Limited
60-61 Mark Lane
London
EC3R 7ND
United Kingdom
Sales     | 0845 2000 316
Support | 0845 2000 317
Fax        | 0870 723 0206
Web      | www.vigilsoftware.co.uk

 

08452000317

 

 

Mail Marshal support -23/11/10

 

End customer account: CHILTERN (JERSEY) LIMITED

Contact: Wendy Ewens

 

Jersey - Style (office Systems)


link

ID: 205414631

Created at: 2015-10-16T08:15:03Z

+44 01534744281

Jersey - First Frame


link

ID: 205341352

Created at: 2015-10-16T08:14:06Z

Roman Stocker

Engineer

Roman.Stocker@firstframe.com

00 41 41 768 08 72

 

Jersey - PBS


link

ID: 205341342

Created at: 2015-10-16T08:13:27Z

Steve

eCopy Engineer

smatson@pbs.co.je

 

Jersey - Barclays


link

ID: 205341332

Created at: 2015-10-16T08:12:49Z

Chris Steadmans

813694

 

Jersey - H&S Software


link

ID: 205414581

Created at: 2015-10-16T08:12:06Z

support@hs-soft.com

H&S Support Team

+43 (1) 215 55 171

Email Archive Product

 

H&S Software AG
Document Management beyond imitation
EU: +43-1-215 55 171

email: hudson.casson@hs-soft.com |

 

Jersey - Softek


link

ID: 205341312

Created at: 2015-10-16T08:11:26Z

Support@softek.co.uk

811182

Jersey- Barclays


link

ID: 205341302

Created at: 2015-10-16T08:10:58Z

Deborah Smee

E Banking Manager

deborah.smee@barclays.co.uk

01534 812476

07797725361

BDD Helpdesk 0845 600 40 41... Option 4

Adele Langlois             07797734531

Darren Direct Line         01534 81239

BD number that they may ask for.

BDS407A

Business Call                     01534 812000

ICeB Technical/Helpdesk01534 813600

 

Jersey - Roger Small


link

ID: 205414521

Created at: 2015-10-16T08:07:22Z

rogers@itex.je

01534 633632

+44 (0) 7797 751111

 

Jersey - ViewPoint


link

ID: 205341252

Created at: 2015-10-16T08:06:41Z

Dian Skelton

Malta Support

dianskelton@hotmail.com

00441624 862255

00447624 495467

Jersey - Ship2Me


link

ID: 205341242

Created at: 2015-10-16T08:06:03Z

Wendy Ewens

S2MC003952

Ship2me

Central Road

Dock Gate 4

SOUTHAMPTON

SO14 3AH

 

Jersey - Beutsche Bank


link

ID: 205340242

Created at: 2015-10-16T07:51:53Z

Sharon McGrath

sharon.mcgrath@db.com

+44 1534 889520

+44 1534 889885

+44 7797 724479

Jersey - Lynne Hind


link

ID: 205413641

Created at: 2015-10-16T07:51:11Z

SG Hambros

01534 815414

Jersey - vistra


link

ID: 205413611

Created at: 2015-10-16T07:49:38Z

Tanya Scott-Tomlin

07797819049

 

Jersey - Sage


link

ID: 205340032

Created at: 2015-10-16T07:48:21Z

+44 0800336633

Helpdesk Support 0845 111 55 55

FZ92298

 

 

 

Jersey - Phoenix Business Solutions


link

ID: 205413561

Created at: 2015-10-16T07:48:00Z

Rob Grant | Consultant

___________________________________________________________________________________

 

Phoenix Business Solutions

 

Tel:  +44 (0) 20 7680 4450

Fax: +44 (0) 20 7680 4460

Mob: +44 (0) 7894 938 043

 

Jersey - Bottomline Technologies


link

ID: 205340022

Created at: 2015-10-16T07:47:39Z

Richard Warden

Project Manager

www.bottomline.com/smafinancial

RWarden@bottomline.com

+44 (0) 207 940 4228

+44 (0) 207 940 4201

SWIFT

Jersey - RBSI


link

ID: 205413551

Created at: 2015-10-16T07:46:52Z

Julie Young

+44 (01534) 285329

RBSI Contact

Helpdesk 0845 8007274

Customer Nmber 142

Jersey - RBSI EQ Helpdesk


link

ID: 205413531

Created at: 2015-10-16T07:46:21Z

01534 751900

Jersey - RBSI


link

ID: 205339972

Created at: 2015-10-16T07:46:00Z

Julie Noel

EQ access

Julie.Noel@rbsint.com

jer - Prestige Removals


link

ID: 205339952

Created at: 2015-10-16T07:45:24Z

Stev Driscoll

07797775169

jer - Power Techniques


link

ID: 205339892

Created at: 2015-10-16T07:41:29Z

Robert Duffy [rduffy@powertecnique.com]

+44 (02392) 677268

 

Kevin Jackson. Engineer for UPS. Kevin’s mobile phone number is: 07764 987689

 

---------------------------------------------------------------------------------------- 

Melissa

Power Tecnique (Green, Doug)

02392677177

UPS Maintenance contract

Links House

Dundas Lane    

Portsmouth

PO3 5BL

--------------------------------------------------------------------------------------- 

Doug Green

Power Tecnique (Green, Doug)

+44 07720419832

UPS

jer - Pam Potter


link

ID: 205413381

Created at: 2015-10-16T07:35:14Z

07797778468

jer - Pickfords


link

ID: 205339802

Created at: 2015-10-16T07:34:55Z

helen.lock@pickfords.com

731251

Removal Services

 

Storage container no:  169 / 010 - 309

Pallet No Car 49 / 47

 

 

Customer service agent:     Charlotte

 

Also deal with Nick McGregor

 

 

jer - Phoenix Business Solutions


link

ID: 205339792

Created at: 2015-10-16T07:34:23Z

Chris Smith | Consultant

                                                                                              

Phoenix Business Solutions

 

Direct:  +44 (0) 20 7680 4478

Fax:     +44 (0) 20 7680 4460

Mobile: +44 (0) 79 0923 2258

 

jer - Phoenix


link

ID: 205339772

Created at: 2015-10-16T07:33:57Z

Graham Haldane

Graham Haldane | Client Services Manager


Phone:  +44 (0)20 7680 4477
Mobile: +44 (0) 7894 585 860
Email:   graham.haldane@phoenixbs.com
www.phoenixbs.com

 Phoenix  l Ibex House 42-47 Minories  l London l EC3N 1DY l +44 (0) 207 680 4450  

London  •    Sydney  •   Johannesburg
 

 

jer - Miranda Pennelkamp


link

ID: 205413341

Created at: 2015-10-16T07:33:29Z

00312054268110

 

jer - PBS Group


link

ID: 205339752

Created at: 2015-10-16T07:32:49Z

Neil Mckay

nmckay@pbs.co.je

http://www.pbs.co.je

01534875611

07797729387

 

jer - PBS CI Ltd


link

ID: 205413291

Created at: 2015-10-16T07:30:53Z

Rick Perello

IT Manager

rperello@pbs.co.je

www.pbsjersey.com

+44 1534 876069

01534 875611

07797715371

9 Commercial Buildings
St. Helier
Jersey
Channel Islands
JE2 3NB

PBS


link

ID: 205339702

Created at: 2015-10-16T07:29:50Z

01534875611

 

Canon iR-ADV C5045 (Filing) - 10.4.30.101 (JERSRVECOPY01)

Serial Number: 13578 (JERMFD01)

 

Canon iR-ADV C5045 (Middle Office) - 10.4.30.102 (JERSRVECOPY02)

Serial Number: 13577 (JERMFD02)

 

Canon iR-ADV C5045 (Directors Office) - 10.4.30.103 (JERSRVECOPY03)

Serial Number: 13579 (JERMFD03)

 

Canon iR-ADV C5045 (IT Office) - 10.4.30.104 (JERSRVECOPY04)

Serial Number: 13580 (JERMFD04)

 

Neil Mckye (Account Manager)

766623 direct line for support.

 

jer - Sara Partridge


link

ID: 205339662

Created at: 2015-10-16T07:23:56Z

01534747697

07797819996

jer - Metalogix Software


link

ID: 205412601

Created at: 2015-10-16T07:17:21Z

PAM for Exchange Support

pamsupport@metalogix.com

00421245640147

 

 

Hudson Casson

Senior Field Operations Manager

Metalogix Software
Award-Winning Content Migration and Archiving Solutions

EU: +43 6648169161|

Email: hca@metalogix.com | www.metalogix.com

Questions Anytime : archive.answers@metalogix.com

 

Visit the Metalogix Community Forum

for tips and tricks from other users

 

 

 

pamsupport@metalogix.com

 

 

 

Aaron Benson | Account Manager

Address

2nd Floor, Denmark Court, 18 Market Place, Wokingham, RG40 1AL

 

          Tel

+44 (0)203 608 0667 / +44 (0)7749 085713

 

Email

aaron.benson@metalogix.com

 

     

 

 

jer - DB


link

ID: 205339192

Created at: 2015-10-16T07:16:38Z

Pam Bulloch

01534889034

jer - Oliver Palmer


link

ID: 205339062

Created at: 2015-10-16T07:16:16Z

Home: 07700 801337

Work: 07700 702874

 

jer - PBS


link

ID: 205338972

Created at: 2015-10-16T07:15:57Z

Nirupa Ramanathan

nramanathan@pbs.co.je

875611

Monthly Scanning for Marine

Scanning contact PBS

Please give referenece per scanning job of persons initials requesting scan + file number (ref: MS80902)

jer - Scanning


link

ID: 205338722

Created at: 2015-10-16T07:14:29Z

Nigel Utting

nigel utting • spoor & fisher jersey • tel +44 1534 838037 • fax +44 1534 838001 • n.utting@spoor.co.ukwww.spoor.com

 

jer - Pickfords


link

ID: 205338712

Created at: 2015-10-16T07:13:13Z

Nicola Tupper

nicola.tupper@pickfords.com

01329 848944

 

jer - Misco


link

ID: 205412121

Created at: 2015-10-16T07:12:06Z

James Edmonds

jedm@misco.co.uk

www.misco.co.uk

0808 181 7561

0844 493 5309

jer - Cable & Wireless


link

ID: 205338642

Created at: 2015-10-16T07:11:06Z

Jon McCulloch

Corporate & Direct Sales Manager

Jon.McCulloch@cwci.cwplc.com

http://www.cwjersey.com

+44 (1534) 753326

+44 (1534) 753326

Group - McAfee Gold Support


link

ID: 205338632

Created at: 2015-10-16T07:10:12Z

NEW grant number: 13247410-NAI (valid until 8/7/2020)

+353214672000 

Grant Number 12098129-NAI (expired)
Account Number 1279453 
Purchase order Number: 20FUX44

old:

Temp 10605758-NET (19/06/2018)
Grant No: 8325425-NAI (expired)
Grant No: 9630884-NAI (expired)

10919619-NAI (expired April / May 2018)
10565380-NAI
10607576-NAI

A/C No: 1447943

 

0044 1735 05885

 

download updates

https://secure.mcafee.com/apps/downloads/my-products/login.aspx

jer - Bank Clarity


link

ID: 205338622

Created at: 2015-10-16T07:09:35Z

Leigh Martin

Leigh@bankclarityx.com

01534 858485

07797 740343

jer - Global Computing Limited


link

ID: 205338612

Created at: 2015-10-16T07:07:55Z

Luke Cummins MBCS (Luke.Cummins@globalcomputing.co.uk)

01481 817000

01481 817020

01481 817020

 

HR Software

Profile Enterprise

 

Or Les l.bichard@gloabalcomputting.co.uk

 

jer - Airtel Vodafone


link

ID: 205411981

Created at: 2015-10-16T07:05:54Z

Louise Spencer (louise.spencer@airtel-vodafone.je)

 

 

 

 

Jer - Premises Contact List (New Street)


link

ID: 205338452

Created at: 2015-10-16T06:51:59Z

DB

Reception - +44 1534 889000

Howard Grieve - +44 7781 120129

Tony Powell - +44 7700 710568

Giles Clark - +44 7797 861405

Paul Shilling - +44 7885 997889

 

G4S Security

Sam Hollyhock - +44 7797 961758

Patrol Officer - +44 7797 733658

 

Architect (Axis Mason)

Mark Coppins - +44 7797 886265 or 870137

 

Legal (Appleby)

Tim Hart - +44 1534 818043

 

M&E (AFM)

Adrian Milon – 877688

Darren Etasse - +44 7781 102317

 

Electrical (Brady & Gallagher)

Garron Cook - +44 7797 730135 or 758267

 

Jer - VideoCentric


link

ID: 205338442

Created at: 2015-10-16T06:50:26Z

Lisa Smith (Lisa.Smith@videocentric.co.uk)

www.videocentric.co.uk

www.videocentric.co.uk

0118 979 8909

 

Jer - Spearpoint Limited


link

ID: 205411921

Created at: 2015-10-16T06:49:29Z

Ryan Smith | Head of IT | Spearpoint Limited

tel: +44 (0)1534 715581 | fax: +44 (0)1481 815501

PO Box 389, 1st Floor, Liberation House, Castle Street, St Helier, Jersey, JE4 9ZW

Guernsey registered Company number 47575

Website: www.spearpoint.com

 

Jer - Global Computing Limited


link

ID: 205338412

Created at: 2015-10-16T06:40:08Z

Les Bichard

Business Development Director 

 

les.bichard@globalcomputing.co.uk

http://www.globalcomputing.co.uk

01481 715277

 

 

Jer - Viking


link

ID: 205411481

Created at: 2015-10-16T06:34:45Z

Rupert Leaton

rupert@vikingiom.com

+44 1624630011

 

Jer - Jonathon Le Page


link

ID: 205337412

Created at: 2015-10-16T06:29:30Z

Senior Systems Engineer

jonathon.lepage@vistra.com

jlepage87@hotmail.com

jonathon.lepage@googlemail.com

01534 727775

07797774472

Jer - Dennis Lavin


link

ID: 205389531

Created at: 2015-10-15T11:34:44Z

Dennis Lavin (Dennis.Lavin@vistra.com)

+447797734904

Jer - acom


link

ID: 205316022

Created at: 2015-10-15T11:33:40Z

Tom Kools

Third Party IT Enginner

tom.kools@acom.be

Jer - jobstream.com


link

ID: 205389511

Created at: 2015-10-15T11:32:47Z

John Keane

Jobstream Client Services

+44 (0)1223 433999

mailto:support@jobstream.com

Jer - Juniper


link

ID: 205315902

Created at: 2015-10-15T11:30:40Z

 

Aletta Girardi

Account Manager, UK

South East

DD+ 31 207192921

UK+ 44 1372389000

agirardi@juniper.net

www.juniper.net  

 

 

Jer - JT


link

ID: 205315862

Created at: 2015-10-15T11:27:24Z

Pam Pearce

Sales Co-ordinator 

pam.pearce@jerseytelecom.com

+44 1534 882694

 

 

Pam Pearce

Sales Co-ordinator 

Pam.pearce@jerseytelecom.com

+44 1534 882694

 

 

Rob Taylor Telecoms engineer \ 07797 792680

Rob looked at the issues on the Colo Router and is happy for us t o call his mobile if this happens again.

Refer to case on the 17/01/08

 

 

 

Jer - JT New Account Manager


link

ID: 205389431

Created at: 2015-10-15T11:26:04Z

Dear Wendy

 

I'm contacting you as way of an update.

 

You may be aware that Paula Thomas has recently left JT. I am currently in the process of reviewing Paulas account base and will advise your new Relationship Manager once this is complete.

 

In the interim, can I request that any sales or general enquiries are forwarded to our centralised team business.solutions@jtglobal.com or call 01534 882345 option 3 to ensure all your business requirements are fulfilled by the most appropriate channel.

 

Any faults should be directed to businessfaults@jtglobal.com or call 01534 882345 option 1. This will ensure you are connected to our service management centre without delay.

 

I appreciate your patience at this time, should you need a point of escalation, please feel free to contact me directly.

 

Kind Regards

 

 

Susan Sproston  |  Head of SME Sales |  CI Division 

DDI: +44 1534 882687   |  Mobile: +44 7797 792687  |  email: susan.sproston@jtglobal.com

JT, PO Box 53, No 1 The Forum, Grenville Street, St Helier, Jersey, JE4 8PB JT, 24 High Street, St Peter Port, Guernsey, GY1 2JU, Registered Company no. 39971

www.jtglobal.com    View our JT Facebook Page    Follow JT on Twitter

 

Jer - JT Fault Reporting


link

ID: 205315842

Created at: 2015-10-15T11:25:45Z

businessfaults@jerseytelecom.com

154

882345

 

Jer - Jersey Telecoms


link

ID: 205389161

Created at: 2015-10-15T11:09:42Z

Colo DR

882345

882118

882118 this no. is for 24/7 access

Data Centre Manager on 882066

 

Andy Eales

882066

07797710386

 

 

Robin Le Quesne

Account Manager

robin.lequesne@jerseytelecom.com

Any link faults, call 159

+441534882632 

+447797792632 

 

 

Jer - Jobstream


link

ID: 205389111

Created at: 2015-10-15T11:06:44Z

louise.worthington@jobstream.com

Louise Worthington

 

 

Margaret Sneddon

margaret.sneddon@jobstream.com

 

Rosalind Shaw

rosalind.shaw@jobstream.com

 

Jonathan Egre

jonathan.egre@jobstream.com

01223 433 999

 

Jer - Jobstream


link

ID: 205389101

Created at: 2015-10-15T11:06:09Z

Contact is Rosie. rosalind.shaw@jobstream.com. If use this email always CC to Support@jobstream.com

 

General Info 01223 433900

 

 

Username:    WJBChil

Password:    3ggcup5

 

 

 

 

support@jobstream.com

01223 433999

+44 (01223) 433208

 

 

 

 

 

 

the ent

 

Jer - JET


link

ID: 205389071

Created at: 2015-10-15T11:05:02Z

Stephanie Augizeau

01534 634 702

Jer - JET


link

ID: 205389051

Created at: 2015-10-15T11:04:33Z

Paul Bredonchel (pbred@jetcommunications.com)

Director

+44 (0) 1534 634 704

07700 700800

www.jetcommunications.com

Jer - Jersey Telecom Account Manager Update 2013


link

ID: 205389001

Created at: 2015-10-15T11:03:14Z

 

 -----Original Message-----

From: Susan Sproston [mailto:susan.greig@jtglobal.com]

Sent: 30 September 2013 18:40

To: Alastair Scott

Subject: Change of Relationship Manager

 

Dear Alastair

 

I would like to advise that as of today, Monday 30th September, William Childe will be leaving JT.

 

Please be assured that a full and detailed handover has taken place.

 

We are in the process of recruiting for a replacement Relationship Manager and at this point have shortlisted potential candidates. As soon as an appointment has been made, we will contact you to arrange an introduction.

 

 In the meantime should you need assistance with any existing or new products and services please refer to the attachment detailing the most appropriate contact for your needs.

 

I shall be making calls to those of you that are aware of Wills departure and have requested a call, please bear with me, I will endeavour to call you as quickly as possible.

 

I would like to thank you for your support during this transition period and would welcome any feedback you may have on any aspect of service received by JT Business Solutions. Should you wish to arrange an appointment or drop me an email please feel free to do so.

 

Kind Regards

 

 

Susan Sproston  |  SME Sales Manager  |  CI Division 

DDI: +44 1534 882687   |  Mobile: +44 7797 792687   |  Fax: +44 1534 882252   |  email: susan.sproston@jtglobal.com

JT, PO Box 53, No 1 The Forum, Grenville Street, St Helier, Jersey, JE4 8PB JT, 24 High Street, St Peter Port, Guernsey, GY1 2JU, Registered Company no. 39971

www.jtglobal.com    View our JT Facebook Page    Follow JT on Twitter

Jer - JEC


link

ID: 205388891

Created at: 2015-10-15T10:57:43Z

Building Service Manager

bhuelin@JEC.co.uk

505456

505569

 

Jer - Softcat


link

ID: 205315352

Created at: 2015-10-15T10:56:53Z

Accounts Manger

JackSc@softcat.com

07797741643

Jer - ITEX


link

ID: 205315262

Created at: 2015-10-15T10:55:58Z

Roger Small

Senior Account Manager

Itex (Jersey) Limited

 +44 (01534) 633633

Tel. +44 1534 633632

GSM +44 7797 751111

 

Contract number UNI2440.

Data Centre (TMC) 633766

Call center  633733

 

 

Jer - Island Lock and Safe


link

ID: 205388831

Created at: 2015-10-15T10:55:22Z

01534 738303

Jer - Insight (software Supplier)


link

ID: 205388821

Created at: 2015-10-15T10:55:02Z

Kabir Assis will be your UK contact and Joakim.tenne is Insight´s global account manager.We have at this time also agr with Lenovo,Symantec etc.If you are looking for some spec software or hardware we might be able to find you a better price .If you have any questions,pls send me a mail or give me a call.

Regards

Rolf Carrick

Phone + 46 8 7020500

Mob     +46 70 727039

 

Kabir Assi  | UK Account Executive| Insight UK | The Atrium, 1 Harefield Road, Uxbridge, UB8 1PH

Tel: 0870 704 5188| Fax: 0870 704 6188 | Email: kabir.assi@uk.insight.com

 

Med vänliga hälsningar / Kind regards

Joakim Tenne | Account Manager | Insight | joakim.tenne@insight.com | +46 (0)8 522 100 16 Direct | +46 (0)708 95 3645 Mobile

www.se.insight.com

 

 

Jer - HelpLine Barclays ICeB


link

ID: 205388801

Created at: 2015-10-15T10:54:40Z

01624684448

Jer - Dee Hudson


link

ID: 205315172

Created at: 2015-10-15T10:50:17Z

HR Manager

+441534504729 

+441534743805 

+447797735155 

Jer - interact


link

ID: 205315142

Created at: 2015-10-15T10:49:43Z

Michael Howarth
Intranet Consultant

Interact
Station House, Stamford New Road, Altrincham, WA14 1EP, UK
t: +44 (0) 161 927 3222       M: +44 (0) 759 589 5061      w: www.interact-intranet.co.uk

 

 

 

Jer - Autonomy Cardiff


link

ID: 205388671

Created at: 2015-10-15T10:43:26Z

Adam Hickson (ahickson@autonomy.com)

07810 658776

Zurich - label printer installation guide


link

ID: 205388331

Created at: 2015-10-15T10:07:50Z

Dymo label printer – ptedit51

1 ) install the driver

Connect to the user’s workstation and got to “\\ZRHSRVSQL01\sources$\!Brother Label Printers”

 

Go tot he folder and launch D_SETUP.exe

Run throuh the installation

 

 

2) install the software, launch pew51020us.exe

Run through the installation

3) install the label printer

Add a network printer

And type \\ZRHWRK043\Brother QL-700

 

 

JER - Jersey Heritage


link

ID: 205314072

Created at: 2015-10-15T09:37:23Z

heritagelets@jerseyheritage.org

 

JER - ViewPoint


link

ID: 205388221

Created at: 2015-10-15T09:36:51Z

Glenn Hardman

Consultant

glenn.hardman@viewpoint.com.my

www.goViewPoint.com

+603 (8656) 0661

+603 (8656) 0668

Block B, UPM-MTDC
Technology Centre One
43400 Serdang
Selangor
Malaysia

JER - Deutsche Bank International Limited


link

ID: 205388211

Created at: 2015-10-15T09:35:22Z

 

Howard Grieve

Facilities Manager MinstR MIOSH

 

Deutsche Bank International Limited

CRES

PO Box 424, Lefebvre Court, Lefebvre Street, GY1 3WT St. Peter Port, Guernsey, Channel Islands

St. Paul's Gate, New Street, St. Helier, Jersey, Channel Islands, JE4 8ZB

Tel. +44(1481)702246

Fax +44(1481)702021

Mobile +44 07911749991

Email howard.grieve@db.com

 

 

 

 

Group - Windows - alternative access and commands


link

ID: 205724261

Created at: 2015-11-02T16:44:53Z

The saying all roads lead to Rome applies in Windows menus as well. In some cases however accessing these menus are not possible through one of the methods.

This can be caused by permission, broken, locked and/or no free sessions. In these situations you can use an alternative way to access these applications by either run a command or browse to the alternative path. 

Use the following list to alternatively run/open the programs/settings. Remembering some of these commands will help you speed up time you need to solve an issue as well.

CMD> means use it in Commandline

Purpose Command
Outlook profile settings 

C:\Program Files (x86)\Microsoft Office\Office14\MLCFG32.CPL

C:\Program Files (x86)\Microsoft Office\root\Office16\MLCFG32.CPL

Add or Remove Programs control appwiz.cpl
control /name Microsoft.ProgramsAndFeatures
Device manager devmgmt.msc
Monitor Displays control desk.cpl
Internet Option control inetcpl.cpl
Mouse Settings control /name Microsoft.Mouse
Connection Center control /name Microsoft.NetworkAndSharingCenter
Network adapters control ncpa.cpl
control netconnections
ODBC Data Source  control odbccp32.cpl
Power options  control powercfg.cpl
 Audio Devices  control mmsys.cpl
list mapped drives paths CMD> NET USE
Mount Drvies CMD> NET USE X: \\SERVER\SHARE
(replace X with drive letter you want to mount)
Active user profile folder CMD> echo %userprofile%
Display dns cache ipconfig /displaydns
Clean dns cache ipconfig /flushdn
Advanced pinging pathping IPADRESS/DOMAINNAME
DNS name resolution checking nslookup DOMAINNAME/MACHINENAME
Shutdown if you cant or remotely Shutdown /i
(follow the gui)
 Scan system files for problems sfc /scannow
Clean Que(DONT run on CTX!) del /f /q c:\windows\system32\spool\printers\*

Advanced 

Purpose Command
iSCSI Iniator control /name Microsoft.iSCSIInitiator
Task Schedular control schedtasks
Register a DLL CMD>regsvr32 NAME_OF_THE_FILE.dll
Stop / Start a Service CMD> Net stop/START SERVICENAME   (example net stop spooler)
Installing a service CMD> sc create YOUR_SERVICE_NAME
binPath= "C:\Program Files\WATHERVER\BINARY_server.exe"
DisplayName= "NAME THE DISPLAY NAME" start= auto
list remote machine processes CMD> tasklist /s MACHINENAME |more
Kill a process on a remote machine CMD> taskkill /im "PROCESSNAME.exe" /f /s MACHINENAME
list listening/connected
TCP ports with the PID (process ID)
CMD> netstat -aon | more
generate realtime device and user policies CMD> rsop /r
Overwrite Deleted data to make it untraceable cipher /w:driveletter:\foldername
Find last reboot time

systeminfo | find "System Up Time"

 

credential manager start control /name Microsoft.CredentialManager

Amsterdam - Sent mail going to wrong Sent Items folder - Fix


link

ID: 205540042

Created at: 2015-10-30T08:56:47Z

If users are sending mail from a shared mailbox, such as hr.nl@vistra.com (NL Human Resources), but the sent mail is going into their own Sent Items folder, there is a powershell command that you can run:

 

There are two parameters we can use:

So we can configure “send as” and “send on behalf” behaviour separately.

 

There are two values we can use when configuring the sent items behaviour:

 

To configure the NL Human Resources mailbox we can run the following command in the Exchange Management Shell:

 

[PS] C:\>Set-MailboxSentItemsConfiguration "NL Human Resources" -SendAsItemsCopiedTo:SenderAndFrom -SendOnBehalfOfItemsCopiedTo:SenderAndFrom

 

Group - Printer - queue setup


link

ID: 205529502

Created at: 2015-10-29T17:20:09Z

Important!

Naming
Use the correct naming convention as below:

 

Security
Change the printer queue security as below:

add and Allow all access for the following groups:
- domain Admins
- Security - IT - Vistra Group - Global Printer Administrators
- Service account (if neeeded)

 

Allow Print only permission for the following group:
- Everyone

 

Sharing

HKG Screening Deployed Client installation and ODBC Setup Guide


link

ID: 205671891

Created at: 2015-10-29T06:56:47Z

Screening Deployed Client installation

  1. Run ScreeningDeployed5.6.32.msi

 

 

  1. Install SQL client 2012 (Optional, if the PC/Citrix server doesn’t have)

ODBC Setup

USER DSN Configuration: (must be configured on the users’ profile. i.e must be logged in as the “User “ in his/her own PC or citrix session)

  1. Go to ODBC Data Source Administrator > click “ADD”

(x86) C:\windows\system32\odbcad32

(x64) C:\windows\sysWOW64\odbcad32

Create New Data Source > Select SQL Server Native Client 11.0

  1. Copy the settings on the screenshot below and click NEXT (The values will defer depending on the ODBC connection that was used to generate the screening deployed describe file)

 

  1. Copy the settings on the screenshot below and click NEXT

Login ID: hkgsdws

Pw: (in pw db)

  1. Copy the settings in the screen shot below and click NEXT
  1. Click Finish and Click on “test Data source” > connection must complete successfully

 

  1. Open Investigator application

("C:\Program Files (x86)\Screening Deployed\investigator.exe) – 64bit PC

("C:\Program Files\Screening Deployed\investigator.exe) – 32 bit PC

 

Login details

Username: W001

Pw: test1ng

A successful log in will mean that the USER DSN is working properly

  1. Copy the config file and describe file from \\HKGSRVSD01\c$\support\file

And overwrite the config and describe file on the local PC

\\localhost\c$\programdata\screeningdeployed

END…

 

 

 

Group - Mcafee - Run On Demand Scan


link

ID: 205662141

Created at: 2015-10-28T12:49:49Z

Determine what EPO the PC is connected to and log in.

1. go to system tree then locate the PC or serer you wish to scan.

2. go to action ->Agent -> Run Client Task Now

3. Choose the following

Virus Scan Enterprise 8.8.0 -> On Demand Scan -> On Demand Scan then click Run Task now

4. you will then see the task running, give it some time, the status bar will change.

 

 

5. then go to the server task log to monitor the task.

 

Group - Exchange Witness Server Change


link

ID: 205502822

Created at: 2015-10-28T08:32:08Z

Useful link: http://blogs.technet.com/b/timmcmic/archive/2012/03/12/verifying-the-file-share-witness-server-directory-in-use-for-exchange-2010.aspx

 in this guide Luxembourg was used, but the same process can be used for other EXC hubs

********

Preparation:

Add the computer object for your new witness server to the following groups:

Exchange Trusted Subsystem – AD Group

Exchange Servers – AD Group

Add the ‘Exchange Trusted Subsystem’ to the local administrators group on the new witness server

 

 

Before screenshot:

Created PowerShell rollback command in case of any issues:

Set-DatabaseAvailabilityGroup -Identity LUXDAG01 -WitnessServer luxsrvsql01.work.local -WitnessDirectory “C:\Program Files\Microsoft\Exchange Server\V14\LUXDAG01”

 

 

Ran PowerShell to set new witness server:

Set-DatabaseAvailabilityGroup -Identity LUXDAG01 -WitnessServer LUXSRVSQL001.WORK.LOCAL -WitnessDirectory "C:\Program Files\Microsoft\Exchange Server\V14\LUXDAG01"

 

After: Checked in the Exchange management console for change

 

Verified that witness file and directory created on new server

 

Check cluster resources are online

Note the cluster resource name does not change.  This is OK.

 

Run power shell to verify new witness server :

Get-DatabaseAvailabilityGroup -Identity LUXDAG01 -Status | fl name,servers,witnessserver,witnessdirectory,alternatewitnessserver,alternatewitnessdirectory,operationalservers,primaryactivemanager,witnessshareinuse

 

 

 

 

 

 

 

 

 

 

Group - OpsView - Mobile App


link

ID: 205649541

Created at: 2015-10-27T12:51:25Z

1. log into ops view (you must be an administrator) and go to the contacts.

 

 

 

2. Click on the users that will be getting this configured, then click on "submit and edit notification profiles"

3. now configure the IOS Push notification same as below.

4. go to the "host and service groups" in here you can choose what you want to be alerted for on your IOS device. - NOTE you will still be able to see all the hosts in the app if nothing is selected.

 

if you are configuring an android device tick "push notifications for Android Mobile"

 

Please note - this is a personal notification, so you can some in and pick and choose what you want to receive alerts on, without affecting other users.

5. now reload the config.

 

 

 

 

6. download the mobile app from the app store or android store.

5. "Opsview System Authentication" - this is your account you use to log into the Opsview Web Console

 

6."Ops View System Connection"

hostname - opsmon.vistra.com

REST API URL - /Rest

USE SSL - Enabled

HTTP AUTH Username - your ops view username

HTTP AUTH Password - your ops view password

 

7. "Push Notification Settings"

Username - itsupport_1

Password - in the password manager

 

Click done and that's it, give it time to load and then enjoy ;-)

 

 

 

 

 

Group - Opsview - Host Template


link

ID: 205640651

Created at: 2015-10-27T08:58:32Z

1. go into Opsview and go to "Settings - Host Templates"

 

2. click on the "green plus"

 

3. Give the template a name

You can also specify the servers you would like to add to this template. Only if you have set the servers up. if you haven't you can come back and do it later on.

4. Once you Click on submit, you will need to choose the "Monitors" this is the services checks - example below.

to set up services checks in ops view go to - https://itsupport.vistra.com/hc/en-gb/articles/205640171-Group-Opsview-Setting-up-Service-Checks

 

once you click submit  you will need to do a reload of the config.

 

it is worth spending the time on setting up good host templates, for example we have Vistra - Microsoft Exchange host template that has all the necessary services and disk space checks for the exchange servers. meaning we can add all the EXC servers from around the group into this once template.

 

if there is an additional service then edit this template and add the service, this will then be applied to all servers directly.

 

 

 

 

 

Group - Opsview - Service Checks


link

ID: 205640171

Created at: 2015-10-27T08:22:40Z

1. Log into the server you are setting up and check the services, from the example below these are the services I would like to set up.

2. open a note pad and copy the command below.

-H $HOSTADDRESS$ -c nsc_checkservicestate -a "ShowAll" 'Service Name=started'

replace "service name" with the name of the service you want to monitor.

-H $HOSTADDRESS$ -c nsc_checkservicestate -a "ShowAll" 'MSSQL$AMSSD=started'

see example of my notepad below, I have the service check and the display name

 

3. log into Opsview, and go to Settings -> Advanced -> Service Checks

 

4. Click on the Green Plus

5. you will now be on the "New Service Check" screen.

Name - will be the display name of the service.

Description - can be the same as the name.

Services Group - you can either add this to a pre created group, or "enter new" this will create a new service group.

Check Period - leave blank, so it picks up the host configuration

Plugin in - depends what type of check you are going setting up, but most of the time you will need to choose "check_nrpe

Arguments - this will be the line from the note pad we created before.

See example below. 

6. Once you have summited the new check, you will now see it highlighted as Yellow, this means that the server is not yes committed to the configuration.

 

7. go to Setting -> Configuration -> Apply Changes

 

8. then click on reload configuration

 

please note, if you are setting up a few service checks, it is better to set them all up and do one reload rather then reloading the config each time.

 

 

 

Group - Opsview - New server


link

ID: 205480172

Created at: 2015-10-26T15:40:08Z

1. go to Opsview.com and log into the site - details saved into the password manager.

 

2. go to resources and download the windows Opsview agent.

 

.

3. Once you have the client downloaded, copy the executable over to the server and run as admin. and press NEXT on the initial screen.

 

 4. Accept the license and click NEXT.

 

5. keep all defaults on the below screen.

 

6. keep all defaults on the below screen.

 

7. keep all defaults on the below screen, and leave both fields blank.

 

8. install and finish

 

9. We now need to change the service to run under the SVCOPSVIEW. Open services on the server and navigate to the "Opsview NSClient++ Windows Agent (x64)" services.

Stop the service

open the service, and go to the log on tab and change the settings as per the below, Password in the Password DB

 

confirm the service is started with the work\svcopsview account.

 

that is all we need to do from the server side.

 

10. log into ops view, and go to -> Settings -> Host.

Click "Add New"

 

 

 

11. Fill in the Details for the IP and Host name and host group.

 

Host Templates.

 

These are pre defined template for servers but default for every server you should select the following.

"Vistra - Snow"

"Vistra - Opsview Agent"

"Vistra - Monitor NIC"

"Vistra - Mcafee"

"Vistra - Arcserve UDP Agent"

"Os - Windows Base"

 

 

to make it easier when setting up the same server it is a good idea to create host templates is save so much time, please refer to "Group - Ops View - Host Teamplate" guide for this.

 

but for this example you can see I have already created the host templates I needed.

 

 

 

 

 

12 "Monitored by" - Please select the monitoring server based on the location of the server you are setting up, for this example the server is in Amsterdam, so it will be monitored by the "Master Monitoring Server"

 

Master Monitoring Server - Amsterdam Master Opsview Server

HKGSRVOVS - Hong Kong Hub

SGPSRVOVS - Singapore Hub

JERSRVOVS - Jersey Hub

LUXSRVOVS - Luxembourg Hub

ZRHSRVOVS - Zurich Hub.

 

 

13. Then choose the "Host Group it will be Apart of, they are already pre created.

 

 13. Chose the "Check Period" as 24x7 and leave the rest as default.

Note - it is possible to create time profiles for server that we boot daily, this prevents email alerts - this also needs to be set in the notification (explained later on in this guide)

 

 

 

 

 15. before you click on submit go to "Notification" at the top

 

 Next to Notify On - please tick "Down" and Recovery"

 

Note - it is possible to create time profiles for server that we boot daily, this prevents email alerts - this also needs to be set in the notification.

 

16. Go to the monitors tab

 

This is where you can add checks that are not part of a host template.

For example "Check C Drive". we add this manually to each server like this, so the value can be changed on a per host basis to reflects the disk on that server.

 

but any server can be added manually to any server via this service check tab.

 

17. You can now Submit and do a reload of the configuration.

 

 

 

 

 

18. Once the configuration has applied, so to the search box in the top right and search for the server you just added.

 

 

 19. From the picture below you can see the server is now being monitored, and that we need to address some thing like deploy McAfee

 

once everything is green this process is completed.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Amsterdam - Elsevier Install


link

ID: 205441232

Created at: 2015-10-23T08:26:54Z

Elsevier is a finance program for filling and sending archiving tax(including client data)forms. The program is portable and located in a share AMSSRVAPP001.The program exists out of multiple modules which are divided under separate folders based on the module and tax year.

It's important to know which module and which year the user needs. DAS module is used by IT department only. The following steps are required to complete the Elsevier software install request but is also useful in troubleshooting situations:

new user:

  1. Assign a Elsevier (module+year) request ticket which is approved to a Senior staff member.
  2. wait for the ticket to return
  3. remote to user desktop and check weather the P drive is connected correctly and not used for any other purpose. connect it in case this is missing:
    \\amssrvapp001\elsevier$
  4. place a shortcut on the user desktop from the appropriate requested module+year:
    P:\Elsevier\Database\MODULENAME\XZYYYEAR\XZYYEAR.exe
    for example:
    P:\Elsevier\Database\BTW\BtwWin2015\BtwWin2015.exe
  5. Run the program and install the pdf printer when the wizard asks for it.
  6. Let the user fill in hes information
  7. inform the user to save the files to pdf and print it using the pdf reader
  8. Sending forms digitaly: Only TLS 1.0 must be enabled and 1.1 and 1.2 disabled

 

Troubleshooting:

- Check weather the drive is mounted to the right share:
\\amssrvapp001\elsevier$

- check weather the correct screenshot is being used

- Ask a senior staff to check the user inside DAS tool for his documentgroup rights and username.

Jersey - Advent Live Settings


link

ID: 205379322

Created at: 2015-10-20T09:09:37Z

Amsterdam - Endpoint Encryption Pre-Boot Authentication Bypass


link

ID: 205346862

Created at: 2015-10-16T14:10:44Z

Please use this guide if you get calls from users who have the McAfee Endpoint Encryption pre-boot authentication screen when they switch on the computer:

 

 

DO NOT ATTEMPT TO LOG THE USER IN WITH THEIR OWN OR YOUR OWN CREDENTIALS!

 

Ask the user to click 'Options' > 'Recovery' > 'Administrator Recovery'

 

They will then be given a client code which they will need to read to you.

 

Log onto whichever EPO the machine is currently on, go to Menu > Encryption Recovery and enter the client code.

 

 

You will then be given a response code, usually 2 lines which the user will need to enter. Once entered, click 'Finish' and the machine should boot into Windows.

 

Please then let Jamie, Amir or Jack know the machine number and location.

Jersey - Xerox Copy/Scanner ( Log Call)


link

ID: 205341892

Created at: 2015-10-16T08:29:45Z

0870 900 5501

Techincal Support (Reporting Techincal problems)

S/N 2232412502

 

Consumables (Ordering parts)

Get page count before calling

 

 

Jersey - webreality


link

ID: 205341802

Created at: 2015-10-16T08:29:23Z

Tom Witherington

Head of development
web: www.webreality.co.uk
tel: +44 1534 488 888
skype: tomwitherington
tweeting: twitter.com/tomwitherington
facebook: facebook.com/tomwitherington

 

 

Jersey - Winscribe


link

ID: 205415031

Created at: 2015-10-16T08:28:51Z

chris Smith

Project Manager

csmith@winscribe.com

01189842133 ext 826

01189845636

07914595158

Jersey - Cronus


link

ID: 205341432

Created at: 2015-10-16T08:27:51Z

Mike Whitfield

mikew@cronus.biz

+441534762556 

Jersey - Wendy


link

ID: 205414751

Created at: 2015-10-16T08:27:23Z

4764

Jersey - Webreality webdiverseon


link

ID: 205414741

Created at: 2015-10-16T08:27:04Z

+44 (0) 1534 488888

 

From: Mark Evans [mailto:markevans@webrealityseo.co.uk]
Sent: 09 September 2008 14:45
To: info@webdiverseon.com
Subject: Webreality SEO Update - Important

Dear Customers,

We're excited to announce that we're changing our name today to Webdiverseon. The name change gives us more definition as the Island's leading experts in search engine optimisation (hence, Webdiverseon!) and search marketing solutions. You'll find our new website at webdiverseon.com and our emails are changing as follows:

mark@webdiverseon.com

nick@webdiverseon.com

peter@webdiverseon.com

phil@webdiverseon.com

If in doubt email info@webdiverseon.com.

All numbers, and addresses remain the same, and existing bank mandates to Webreality SEO Ltd remain valid.

Assuring you of our full attention at all times,

Kind regards

Mark Evans

Managing Director

Webdiverseon: The Net But Brighter
Vine Street Chambers
16 Vine Street
St Helier
JERSEY JE2 4WB

www.Webdiverseon.com
Skype: markevans911

Telephone. 44 (0) 1534 631163

 

 

 

 

Webreality

Charles House

Charles Street

St Helier

JERSEY JE2 4SF

www.webreality.co.uk

telephone. 44 (0) 1534 488888

direct line. 44 (0) 1534 488801

*************************************

 

Matthew Robins
Joint Managing Director
Webreality
Charles House
Charles Street
St Helier
JERSEY JE2 4SF

www.webreality.co.uk

telephone. 44 (0) 1534 488888
direct line. 44 (0) 1534 488808
mobile. 44 (0) 7797 713336

Out of hours 07797732378

 

Jersey - Videk


link

ID: 205341412

Created at: 2015-10-16T08:26:28Z

David Irwin

Key Account Manager

dave@videk.co.uk

www.videk.co.uk

020 8358 8213

Kingsbury Road, London, NW9 8RW

 

Jersey - Jim Travers


link

ID: 205341392

Created at: 2015-10-16T08:24:09Z

Jim.Travers@2e2.gg

+44 (0) 1481 737000

+447781116953

 

Jersey - Touch Tone


link

ID: 205414721

Created at: 2015-10-16T08:23:40Z

Touch Tone (John)

john@touchtonecomms.com

02083720995

08701720277

Jersey - JT New Account Manager


link

ID: 205414701

Created at: 2015-10-16T08:22:06Z

Paula Thomas

Created : 31/10/13)

 

Paula Thomas  |  Account Manager - SME  |  Global Enterprise Business Unit 

DDI: +44 1534 882681   |  Mobile: +44 7797 792 681   |  Fax: +44 1534 882291   |  email: paula.thomas@jtglobal.com

JT, PO Box 53, No 1 The Forum, Grenville Street, St Helier, Jersey, JE4 8PB

www.jtglobal.com  Viewour JT Facebook Page    Follow JT on Twitter

 

Jersey - Tech Supplies


link

ID: 205414671

Created at: 2015-10-16T08:19:06Z

Maintenance Kits

01534 878798

Hong Kong - ArchiveWeb User Guide


link

ID: 205414661

Created at: 2015-10-16T08:17:37Z

ArchiveWeb is designed for retrieving leavers’ historical emails for business related purpose.

 

By visiting the hyperlink: http://hkgsrvarc02/ArchiveWeb or http://sgpsrvdc02/ArchiveWeb (for Vistra Singapore ONLY), you are able to access, in addition to yours, the archived mailboxes of leavers, which are authorised to you.

 

 

 

  1. By expanding “Mailboxes” on the Navigation Pane on the left, you are able to see your own mailbox and those authorised to you. The structure of archive mailboxes is more or less the same as the one on outlook.

 

  1. By expanding the Preview Pane on the right, you are able to see the email content of selected email.

 

  1. On Preview Pane, you can click on the outlook icon to download selected email, in case you need to reply on it directly or reply as an attachment.

 

 

  1. Paper Clip icon shown on email index stands for, mostly but not a must, attachment(s) on the email. For those having picture, eg. Company logo, on email signature Paper Clip icon is still shown on email index even without attachment on the email.
  1. Searching Email:

 

Option A:         Click on “Actions” on Tools bar and choose “Search”, you will be switched to Search page as shown below:

 

 

 

Option B:         Click on “Search” tab and then “Exchange Archive” on the Navigation Pane on the left to go to Search page.

 

Tips for conducting a search on ArchiveWeb:

 

On the “Option” tab,

 

  1. Check all “Search in Subject”, “Search in Message Text” and “Search in Attachment

 

  1. Put in your key word on “Fulltext”, double quote the key words if it’s more than one word, eg. “Hello Test”, to make sure relevant emails will be come out only.

 

On the “Mailboxes” tab,

 

  1. Check the mailbox(es) in which you want to conduct the search

 

  1. Click “Search” button to start searching.

 

Jersey - Vigil Software Support


link

ID: 205414651

Created at: 2015-10-16T08:17:19Z

08452000317

Jonathan Tassier
Vigil Software Support
Tel: 0845 2000 317
Fax: 0845 4900 246
Email: support@vigilsoftware.com

____________________________________
Vigil Software Limited
60-61 Mark Lane
London
EC3R 7ND
United Kingdom
Sales     | 0845 2000 316
Support | 0845 2000 317
Fax        | 0870 723 0206
Web      | www.vigilsoftware.co.uk

 

08452000317

 

 

Mail Marshal support -23/11/10

 

End customer account: CHILTERN (JERSEY) LIMITED

Contact: Wendy Ewens

 

Jersey - Style (office Systems)


link

ID: 205414631

Created at: 2015-10-16T08:15:03Z

+44 01534744281

Jersey - First Frame


link

ID: 205341352

Created at: 2015-10-16T08:14:06Z

Roman Stocker

Engineer

Roman.Stocker@firstframe.com

00 41 41 768 08 72

 

Jersey - PBS


link

ID: 205341342

Created at: 2015-10-16T08:13:27Z

Steve

eCopy Engineer

smatson@pbs.co.je

 

Jersey - Barclays


link

ID: 205341332

Created at: 2015-10-16T08:12:49Z

Chris Steadmans

813694

 

Jersey - H&S Software


link

ID: 205414581

Created at: 2015-10-16T08:12:06Z

support@hs-soft.com

H&S Support Team

+43 (1) 215 55 171

Email Archive Product

 

H&S Software AG
Document Management beyond imitation
EU: +43-1-215 55 171

email: hudson.casson@hs-soft.com |

 

Jersey - Softek


link

ID: 205341312

Created at: 2015-10-16T08:11:26Z

Support@softek.co.uk

811182

Jersey- Barclays


link

ID: 205341302

Created at: 2015-10-16T08:10:58Z

Deborah Smee

E Banking Manager

deborah.smee@barclays.co.uk

01534 812476

07797725361

BDD Helpdesk 0845 600 40 41... Option 4

Adele Langlois             07797734531

Darren Direct Line         01534 81239

BD number that they may ask for.

BDS407A

Business Call                     01534 812000

ICeB Technical/Helpdesk01534 813600

 

Jersey - Roger Small


link

ID: 205414521

Created at: 2015-10-16T08:07:22Z

rogers@itex.je

01534 633632

+44 (0) 7797 751111

 

Jersey - ViewPoint


link

ID: 205341252

Created at: 2015-10-16T08:06:41Z

Dian Skelton

Malta Support

dianskelton@hotmail.com

00441624 862255

00447624 495467

Jersey - Ship2Me


link

ID: 205341242

Created at: 2015-10-16T08:06:03Z

Wendy Ewens

S2MC003952

Ship2me

Central Road

Dock Gate 4

SOUTHAMPTON

SO14 3AH

 

Jersey - Beutsche Bank


link

ID: 205340242

Created at: 2015-10-16T07:51:53Z

Sharon McGrath

sharon.mcgrath@db.com

+44 1534 889520

+44 1534 889885

+44 7797 724479

Jersey - Lynne Hind


link

ID: 205413641

Created at: 2015-10-16T07:51:11Z

SG Hambros

01534 815414

Jersey - vistra


link

ID: 205413611

Created at: 2015-10-16T07:49:38Z

Tanya Scott-Tomlin

07797819049

 

Jersey - Sage


link

ID: 205340032

Created at: 2015-10-16T07:48:21Z

+44 0800336633

Helpdesk Support 0845 111 55 55

FZ92298

 

 

 

Jersey - Phoenix Business Solutions


link

ID: 205413561

Created at: 2015-10-16T07:48:00Z

Rob Grant | Consultant

___________________________________________________________________________________

 

Phoenix Business Solutions

 

Tel:  +44 (0) 20 7680 4450

Fax: +44 (0) 20 7680 4460

Mob: +44 (0) 7894 938 043

 

Jersey - Bottomline Technologies


link

ID: 205340022

Created at: 2015-10-16T07:47:39Z

Richard Warden

Project Manager

www.bottomline.com/smafinancial

RWarden@bottomline.com

+44 (0) 207 940 4228

+44 (0) 207 940 4201

SWIFT

Jersey - RBSI


link

ID: 205413551

Created at: 2015-10-16T07:46:52Z

Julie Young

+44 (01534) 285329

RBSI Contact

Helpdesk 0845 8007274

Customer Nmber 142

Jersey - RBSI EQ Helpdesk


link

ID: 205413531

Created at: 2015-10-16T07:46:21Z

01534 751900

Jersey - RBSI


link

ID: 205339972

Created at: 2015-10-16T07:46:00Z

Julie Noel

EQ access

Julie.Noel@rbsint.com

jer - Prestige Removals


link

ID: 205339952

Created at: 2015-10-16T07:45:24Z

Stev Driscoll

07797775169

jer - Power Techniques


link

ID: 205339892

Created at: 2015-10-16T07:41:29Z

Robert Duffy [rduffy@powertecnique.com]

+44 (02392) 677268

 

Kevin Jackson. Engineer for UPS. Kevin’s mobile phone number is: 07764 987689

 

---------------------------------------------------------------------------------------- 

Melissa

Power Tecnique (Green, Doug)

02392677177

UPS Maintenance contract

Links House

Dundas Lane    

Portsmouth

PO3 5BL

--------------------------------------------------------------------------------------- 

Doug Green

Power Tecnique (Green, Doug)

+44 07720419832

UPS

jer - Pam Potter


link

ID: 205413381

Created at: 2015-10-16T07:35:14Z

07797778468

jer - Pickfords


link

ID: 205339802

Created at: 2015-10-16T07:34:55Z

helen.lock@pickfords.com

731251

Removal Services

 

Storage container no:  169 / 010 - 309

Pallet No Car 49 / 47

 

 

Customer service agent:     Charlotte

 

Also deal with Nick McGregor

 

 

jer - Phoenix Business Solutions


link

ID: 205339792

Created at: 2015-10-16T07:34:23Z

Chris Smith | Consultant

                                                                                              

Phoenix Business Solutions

 

Direct:  +44 (0) 20 7680 4478

Fax:     +44 (0) 20 7680 4460

Mobile: +44 (0) 79 0923 2258

 

jer - Phoenix


link

ID: 205339772

Created at: 2015-10-16T07:33:57Z

Graham Haldane

Graham Haldane | Client Services Manager


Phone:  +44 (0)20 7680 4477
Mobile: +44 (0) 7894 585 860
Email:   graham.haldane@phoenixbs.com
www.phoenixbs.com

 Phoenix  l Ibex House 42-47 Minories  l London l EC3N 1DY l +44 (0) 207 680 4450  

London  •    Sydney  •   Johannesburg
 

 

jer - Miranda Pennelkamp


link

ID: 205413341

Created at: 2015-10-16T07:33:29Z

00312054268110

 

jer - PBS Group


link

ID: 205339752

Created at: 2015-10-16T07:32:49Z

Neil Mckay

nmckay@pbs.co.je

http://www.pbs.co.je

01534875611

07797729387

 

jer - PBS CI Ltd


link

ID: 205413291

Created at: 2015-10-16T07:30:53Z

Rick Perello

IT Manager

rperello@pbs.co.je

www.pbsjersey.com

+44 1534 876069

01534 875611

07797715371

9 Commercial Buildings
St. Helier
Jersey
Channel Islands
JE2 3NB

PBS


link

ID: 205339702

Created at: 2015-10-16T07:29:50Z

01534875611

 

Canon iR-ADV C5045 (Filing) - 10.4.30.101 (JERSRVECOPY01)

Serial Number: 13578 (JERMFD01)

 

Canon iR-ADV C5045 (Middle Office) - 10.4.30.102 (JERSRVECOPY02)

Serial Number: 13577 (JERMFD02)

 

Canon iR-ADV C5045 (Directors Office) - 10.4.30.103 (JERSRVECOPY03)

Serial Number: 13579 (JERMFD03)

 

Canon iR-ADV C5045 (IT Office) - 10.4.30.104 (JERSRVECOPY04)

Serial Number: 13580 (JERMFD04)

 

Neil Mckye (Account Manager)

766623 direct line for support.

 

jer - Sara Partridge


link

ID: 205339662

Created at: 2015-10-16T07:23:56Z

01534747697

07797819996

jer - Metalogix Software


link

ID: 205412601

Created at: 2015-10-16T07:17:21Z

PAM for Exchange Support

pamsupport@metalogix.com

00421245640147

 

 

Hudson Casson

Senior Field Operations Manager

Metalogix Software
Award-Winning Content Migration and Archiving Solutions

EU: +43 6648169161|

Email: hca@metalogix.com | www.metalogix.com

Questions Anytime : archive.answers@metalogix.com

 

Visit the Metalogix Community Forum

for tips and tricks from other users

 

 

 

pamsupport@metalogix.com

 

 

 

Aaron Benson | Account Manager

Address

2nd Floor, Denmark Court, 18 Market Place, Wokingham, RG40 1AL

 

          Tel

+44 (0)203 608 0667 / +44 (0)7749 085713

 

Email

aaron.benson@metalogix.com

 

     

 

 

jer - DB


link

ID: 205339192

Created at: 2015-10-16T07:16:38Z

Pam Bulloch

01534889034

jer - Oliver Palmer


link

ID: 205339062

Created at: 2015-10-16T07:16:16Z

Home: 07700 801337

Work: 07700 702874

 

jer - PBS


link

ID: 205338972

Created at: 2015-10-16T07:15:57Z

Nirupa Ramanathan

nramanathan@pbs.co.je

875611

Monthly Scanning for Marine

Scanning contact PBS

Please give referenece per scanning job of persons initials requesting scan + file number (ref: MS80902)

jer - Scanning


link

ID: 205338722

Created at: 2015-10-16T07:14:29Z

Nigel Utting

nigel utting • spoor & fisher jersey • tel +44 1534 838037 • fax +44 1534 838001 • n.utting@spoor.co.ukwww.spoor.com

 

jer - Pickfords


link

ID: 205338712

Created at: 2015-10-16T07:13:13Z

Nicola Tupper

nicola.tupper@pickfords.com

01329 848944

 

jer - Misco


link

ID: 205412121

Created at: 2015-10-16T07:12:06Z

James Edmonds

jedm@misco.co.uk

www.misco.co.uk

0808 181 7561

0844 493 5309

jer - Cable & Wireless


link

ID: 205338642

Created at: 2015-10-16T07:11:06Z

Jon McCulloch

Corporate & Direct Sales Manager

Jon.McCulloch@cwci.cwplc.com

http://www.cwjersey.com

+44 (1534) 753326

+44 (1534) 753326

Group - McAfee Gold Support


link

ID: 205338632

Created at: 2015-10-16T07:10:12Z

NEW grant number: 13247410-NAI (valid until 8/7/2020)

+353214672000 

Grant Number 12098129-NAI (expired)
Account Number 1279453 
Purchase order Number: 20FUX44

old:

Temp 10605758-NET (19/06/2018)
Grant No: 8325425-NAI (expired)
Grant No: 9630884-NAI (expired)

10919619-NAI (expired April / May 2018)
10565380-NAI
10607576-NAI

A/C No: 1447943

 

0044 1735 05885

 

download updates

https://secure.mcafee.com/apps/downloads/my-products/login.aspx

jer - Bank Clarity


link

ID: 205338622

Created at: 2015-10-16T07:09:35Z

Leigh Martin

Leigh@bankclarityx.com

01534 858485

07797 740343

jer - Global Computing Limited


link

ID: 205338612

Created at: 2015-10-16T07:07:55Z

Luke Cummins MBCS (Luke.Cummins@globalcomputing.co.uk)

01481 817000

01481 817020

01481 817020

 

HR Software

Profile Enterprise

 

Or Les l.bichard@gloabalcomputting.co.uk

 

jer - Airtel Vodafone


link

ID: 205411981

Created at: 2015-10-16T07:05:54Z

Louise Spencer (louise.spencer@airtel-vodafone.je)

 

 

 

 

Jer - Premises Contact List (New Street)


link

ID: 205338452

Created at: 2015-10-16T06:51:59Z

DB

Reception - +44 1534 889000

Howard Grieve - +44 7781 120129

Tony Powell - +44 7700 710568

Giles Clark - +44 7797 861405

Paul Shilling - +44 7885 997889

 

G4S Security

Sam Hollyhock - +44 7797 961758

Patrol Officer - +44 7797 733658

 

Architect (Axis Mason)

Mark Coppins - +44 7797 886265 or 870137

 

Legal (Appleby)

Tim Hart - +44 1534 818043

 

M&E (AFM)

Adrian Milon – 877688

Darren Etasse - +44 7781 102317

 

Electrical (Brady & Gallagher)

Garron Cook - +44 7797 730135 or 758267

 

Jer - VideoCentric


link

ID: 205338442

Created at: 2015-10-16T06:50:26Z

Lisa Smith (Lisa.Smith@videocentric.co.uk)

www.videocentric.co.uk

www.videocentric.co.uk

0118 979 8909

 

Jer - Spearpoint Limited


link

ID: 205411921

Created at: 2015-10-16T06:49:29Z

Ryan Smith | Head of IT | Spearpoint Limited

tel: +44 (0)1534 715581 | fax: +44 (0)1481 815501

PO Box 389, 1st Floor, Liberation House, Castle Street, St Helier, Jersey, JE4 9ZW

Guernsey registered Company number 47575

Website: www.spearpoint.com

 

Jer - Global Computing Limited


link

ID: 205338412

Created at: 2015-10-16T06:40:08Z

Les Bichard

Business Development Director 

 

les.bichard@globalcomputing.co.uk

http://www.globalcomputing.co.uk

01481 715277

 

 

Jer - Viking


link

ID: 205411481

Created at: 2015-10-16T06:34:45Z

Rupert Leaton

rupert@vikingiom.com

+44 1624630011

 

Jer - Jonathon Le Page


link

ID: 205337412

Created at: 2015-10-16T06:29:30Z

Senior Systems Engineer

jonathon.lepage@vistra.com

jlepage87@hotmail.com

jonathon.lepage@googlemail.com

01534 727775

07797774472

Jer - Dennis Lavin


link

ID: 205389531

Created at: 2015-10-15T11:34:44Z

Dennis Lavin (Dennis.Lavin@vistra.com)

+447797734904

Jer - acom


link

ID: 205316022

Created at: 2015-10-15T11:33:40Z

Tom Kools

Third Party IT Enginner

tom.kools@acom.be

Jer - jobstream.com


link

ID: 205389511

Created at: 2015-10-15T11:32:47Z

John Keane

Jobstream Client Services

+44 (0)1223 433999

mailto:support@jobstream.com

Jer - Juniper


link

ID: 205315902

Created at: 2015-10-15T11:30:40Z

 

Aletta Girardi

Account Manager, UK

South East

DD+ 31 207192921

UK+ 44 1372389000

agirardi@juniper.net

www.juniper.net  

 

 

Jer - JT


link

ID: 205315862

Created at: 2015-10-15T11:27:24Z

Pam Pearce

Sales Co-ordinator 

pam.pearce@jerseytelecom.com

+44 1534 882694

 

 

Pam Pearce

Sales Co-ordinator 

Pam.pearce@jerseytelecom.com

+44 1534 882694

 

 

Rob Taylor Telecoms engineer \ 07797 792680

Rob looked at the issues on the Colo Router and is happy for us t o call his mobile if this happens again.

Refer to case on the 17/01/08

 

 

 

Jer - JT New Account Manager


link

ID: 205389431

Created at: 2015-10-15T11:26:04Z

Dear Wendy

 

I'm contacting you as way of an update.

 

You may be aware that Paula Thomas has recently left JT. I am currently in the process of reviewing Paulas account base and will advise your new Relationship Manager once this is complete.

 

In the interim, can I request that any sales or general enquiries are forwarded to our centralised team business.solutions@jtglobal.com or call 01534 882345 option 3 to ensure all your business requirements are fulfilled by the most appropriate channel.

 

Any faults should be directed to businessfaults@jtglobal.com or call 01534 882345 option 1. This will ensure you are connected to our service management centre without delay.

 

I appreciate your patience at this time, should you need a point of escalation, please feel free to contact me directly.

 

Kind Regards

 

 

Susan Sproston  |  Head of SME Sales |  CI Division 

DDI: +44 1534 882687   |  Mobile: +44 7797 792687  |  email: susan.sproston@jtglobal.com

JT, PO Box 53, No 1 The Forum, Grenville Street, St Helier, Jersey, JE4 8PB JT, 24 High Street, St Peter Port, Guernsey, GY1 2JU, Registered Company no. 39971

www.jtglobal.com    View our JT Facebook Page    Follow JT on Twitter

 

Jer - JT Fault Reporting


link

ID: 205315842

Created at: 2015-10-15T11:25:45Z

businessfaults@jerseytelecom.com

154

882345

 

Jer - Jersey Telecoms


link

ID: 205389161

Created at: 2015-10-15T11:09:42Z

Colo DR

882345

882118

882118 this no. is for 24/7 access

Data Centre Manager on 882066

 

Andy Eales

882066

07797710386

 

 

Robin Le Quesne

Account Manager

robin.lequesne@jerseytelecom.com

Any link faults, call 159

+441534882632 

+447797792632 

 

 

Jer - Jobstream


link

ID: 205389111

Created at: 2015-10-15T11:06:44Z

louise.worthington@jobstream.com

Louise Worthington

 

 

Margaret Sneddon

margaret.sneddon@jobstream.com

 

Rosalind Shaw

rosalind.shaw@jobstream.com

 

Jonathan Egre

jonathan.egre@jobstream.com

01223 433 999

 

Jer - Jobstream


link

ID: 205389101

Created at: 2015-10-15T11:06:09Z

Contact is Rosie. rosalind.shaw@jobstream.com. If use this email always CC to Support@jobstream.com

 

General Info 01223 433900

 

 

Username:    WJBChil

Password:    3ggcup5

 

 

 

 

support@jobstream.com

01223 433999

+44 (01223) 433208

 

 

 

 

 

 

the ent

 

Jer - JET


link

ID: 205389071

Created at: 2015-10-15T11:05:02Z

Stephanie Augizeau

01534 634 702

Jer - JET


link

ID: 205389051

Created at: 2015-10-15T11:04:33Z

Paul Bredonchel (pbred@jetcommunications.com)

Director

+44 (0) 1534 634 704

07700 700800

www.jetcommunications.com

Jer - Jersey Telecom Account Manager Update 2013


link

ID: 205389001

Created at: 2015-10-15T11:03:14Z

 

 -----Original Message-----

From: Susan Sproston [mailto:susan.greig@jtglobal.com]

Sent: 30 September 2013 18:40

To: Alastair Scott

Subject: Change of Relationship Manager

 

Dear Alastair

 

I would like to advise that as of today, Monday 30th September, William Childe will be leaving JT.

 

Please be assured that a full and detailed handover has taken place.

 

We are in the process of recruiting for a replacement Relationship Manager and at this point have shortlisted potential candidates. As soon as an appointment has been made, we will contact you to arrange an introduction.

 

 In the meantime should you need assistance with any existing or new products and services please refer to the attachment detailing the most appropriate contact for your needs.

 

I shall be making calls to those of you that are aware of Wills departure and have requested a call, please bear with me, I will endeavour to call you as quickly as possible.

 

I would like to thank you for your support during this transition period and would welcome any feedback you may have on any aspect of service received by JT Business Solutions. Should you wish to arrange an appointment or drop me an email please feel free to do so.

 

Kind Regards

 

 

Susan Sproston  |  SME Sales Manager  |  CI Division 

DDI: +44 1534 882687   |  Mobile: +44 7797 792687   |  Fax: +44 1534 882252   |  email: susan.sproston@jtglobal.com

JT, PO Box 53, No 1 The Forum, Grenville Street, St Helier, Jersey, JE4 8PB JT, 24 High Street, St Peter Port, Guernsey, GY1 2JU, Registered Company no. 39971

www.jtglobal.com    View our JT Facebook Page    Follow JT on Twitter

Jer - JEC


link

ID: 205388891

Created at: 2015-10-15T10:57:43Z

Building Service Manager

bhuelin@JEC.co.uk

505456

505569

 

Jer - Softcat


link

ID: 205315352

Created at: 2015-10-15T10:56:53Z

Accounts Manger

JackSc@softcat.com

07797741643

Jer - ITEX


link

ID: 205315262

Created at: 2015-10-15T10:55:58Z

Roger Small

Senior Account Manager

Itex (Jersey) Limited

 +44 (01534) 633633

Tel. +44 1534 633632

GSM +44 7797 751111

 

Contract number UNI2440.

Data Centre (TMC) 633766

Call center  633733

 

 

Jer - Island Lock and Safe


link

ID: 205388831

Created at: 2015-10-15T10:55:22Z

01534 738303

Jer - Insight (software Supplier)


link

ID: 205388821

Created at: 2015-10-15T10:55:02Z

Kabir Assis will be your UK contact and Joakim.tenne is Insight´s global account manager.We have at this time also agr with Lenovo,Symantec etc.If you are looking for some spec software or hardware we might be able to find you a better price .If you have any questions,pls send me a mail or give me a call.

Regards

Rolf Carrick

Phone + 46 8 7020500

Mob     +46 70 727039

 

Kabir Assi  | UK Account Executive| Insight UK | The Atrium, 1 Harefield Road, Uxbridge, UB8 1PH

Tel: 0870 704 5188| Fax: 0870 704 6188 | Email: kabir.assi@uk.insight.com

 

Med vänliga hälsningar / Kind regards

Joakim Tenne | Account Manager | Insight | joakim.tenne@insight.com | +46 (0)8 522 100 16 Direct | +46 (0)708 95 3645 Mobile

www.se.insight.com

 

 

Jer - HelpLine Barclays ICeB


link

ID: 205388801

Created at: 2015-10-15T10:54:40Z

01624684448

Jer - Dee Hudson


link

ID: 205315172

Created at: 2015-10-15T10:50:17Z

HR Manager

+441534504729 

+441534743805 

+447797735155 

Jer - interact


link

ID: 205315142

Created at: 2015-10-15T10:49:43Z

Michael Howarth
Intranet Consultant

Interact
Station House, Stamford New Road, Altrincham, WA14 1EP, UK
t: +44 (0) 161 927 3222       M: +44 (0) 759 589 5061      w: www.interact-intranet.co.uk

 

 

 

Jer - Autonomy Cardiff


link

ID: 205388671

Created at: 2015-10-15T10:43:26Z

Adam Hickson (ahickson@autonomy.com)

07810 658776

Zurich - label printer installation guide


link

ID: 205388331

Created at: 2015-10-15T10:07:50Z

Dymo label printer – ptedit51

1 ) install the driver

Connect to the user’s workstation and got to “\\ZRHSRVSQL01\sources$\!Brother Label Printers”

 

Go tot he folder and launch D_SETUP.exe

Run throuh the installation

 

 

2) install the software, launch pew51020us.exe

Run through the installation

3) install the label printer

Add a network printer

And type \\ZRHWRK043\Brother QL-700

 

 

JER - Jersey Heritage


link

ID: 205314072

Created at: 2015-10-15T09:37:23Z

heritagelets@jerseyheritage.org

 

JER - ViewPoint


link

ID: 205388221

Created at: 2015-10-15T09:36:51Z

Glenn Hardman

Consultant

glenn.hardman@viewpoint.com.my

www.goViewPoint.com

+603 (8656) 0661

+603 (8656) 0668

Block B, UPM-MTDC
Technology Centre One
43400 Serdang
Selangor
Malaysia

JER - Deutsche Bank International Limited


link

ID: 205388211

Created at: 2015-10-15T09:35:22Z

 

Howard Grieve

Facilities Manager MinstR MIOSH

 

Deutsche Bank International Limited

CRES

PO Box 424, Lefebvre Court, Lefebvre Street, GY1 3WT St. Peter Port, Guernsey, Channel Islands

St. Paul's Gate, New Street, St. Helier, Jersey, Channel Islands, JE4 8ZB

Tel. +44(1481)702246

Fax +44(1481)702021

Mobile +44 07911749991

Email howard.grieve@db.com

 

 

 

 

Jer - Globalsign


link

ID: 205388201

Created at: 2015-10-15T09:34:55Z

Steve Bolton

Strategic Accounts Manager

+44 (0) 1622 766771 - direct

+44 (0) 7971 908833 - mobile

+44 (0) 1622 235590 - fax

steve.bolton@globalsign.com

www.globalsign.com

Jer - Global Computing


link

ID: 205387691

Created at: 2015-10-15T09:00:08Z

charles.swainston@globalcomputing.co.uk

01481 817000

01481 817020

Support Line 01481 817070

 

Jer - Chiltern


link

ID: 205387671

Created at: 2015-10-15T08:59:33Z

s02071532140

+44 (01932) 766183

+44 07840 805054

+44 07840 805054

Jer - GFI Software


link

ID: 205387661

Created at: 2015-10-15T08:58:40Z

sales@gfi.co.uk

http://www.gfi.com/support/

http://www.gfi.com

+44 (0) 178 461 4040 - Tech Support

+44 (0) 870 770 5370 - Sales & Customer Service

Magna House
18-32 London Road
Staines
Middlesex TW18 4BP
UK

When calling them they will ask for our cutomer number or email domain. Just quote them vistra.com and they will find our details.

Jersey - Xerox Printer Sales


link

ID: 205313372

Created at: 2015-10-15T08:57:40Z

Bob Gates

robert.gates@2e2.je

01534 288087

Jersey - Galaxy


link

ID: 205387631

Created at: 2015-10-15T08:56:27Z

Rob Gill

 

01481 242412

Jersey - G4S (Building Security Company)


link

ID: 205311922

Created at: 2015-10-15T07:28:43Z

cleaning@je.g4s.com

G4S - just e-mail them at cleaning@je.g4s.com Tel no. 502522

 

Jersey - Power Protection & Security


link

ID: 205376971

Created at: 2015-10-14T14:25:30Z

Gary Freeman

office@disjersey.com

+44 1534608866

+44 1534861488

+447797743295 

Jersey - Citigroup Private Bank


link

ID: 205376961

Created at: 2015-10-14T14:24:17Z

Sarah Fitzgerald

Assistant Vice President, Head of Business Support

sarah.j.fitzgerald@citigroup.com

608101

608198

Sarah Fitzgerald

Assistant Vice President

Head of Business Support

Citigroup Private Bank

Tel: 44 1534 608101

Fax: 44 1534 608198

 

If you require Keys for Electrical room (in car park) Call the following people:

 

Gedi     -           608211

Peggy  -           608169

 

Jersey - Sure Technical Faults


link

ID: 205302832

Created at: 2015-10-14T14:22:12Z

0808 10 15 247

Jersey - Falcon Software


link

ID: 205302772

Created at: 2015-10-14T14:16:21Z

Carl Martin

01628674631

 

Karl Martin
Senior Consultant
kmartin@lswe.com

Tel:      +44 (0)1628 674631
Fax:     +44 (0)1628 776879

www.lswe.com/en/index.asp

Lefebvre Software
AS Corporate Performance Ltd

Berkshire House

Queen Street

Maidenhead

Berkshire

SL6 1NF

Software solutions for finance

 

Jersey - Wendy Ewens


link

ID: 205300632

Created at: 2015-10-14T12:50:53Z

Wendy Ewens

01534728999

07797728000

Jersey - Jersey Telecom


link

ID: 205374421

Created at: 2015-10-14T12:50:18Z

Andrew Eeles

Disaster Recovery

Andrew Eales (andrew.eeles@jerseytelecom.com)

01534 882066

Jersey - Lefebvre Software


link

ID: 205373851

Created at: 2015-10-14T12:08:33Z

Eagle One - Lefebvre Software (_HotLineASGroupe@lefebvre-software.com)

Technical Issues: _HotLineASGroupe@lefebvre-software.com

Functional Issues: kmartin@lswe.com

+44 (0)1628 674631

www.lswe.com/en/index.asp

Lefebvre Software

AS Corporate Performance Ltd

Berkshire House

Queen Street

Maidenhead

Berkshire

SL6 1NF

Jersey - Double Take Support


link

ID: 205373751

Created at: 2015-10-14T12:04:01Z

03331234200

Jersey - Double Take


link

ID: 205373741

Created at: 2015-10-14T12:03:41Z

03331234200

Jersey - 2E2 - door


link

ID: 205299912

Created at: 2015-10-14T12:03:11Z

1435

Jersey - Domicillium - Out Of Hours


link

ID: 205373711

Created at: 2015-10-14T12:02:21Z

01624820944

Chris Harper Direct Line : 01624820923

Jersey - Domicillium


link

ID: 205373701

Created at: 2015-10-14T12:01:10Z

Tel: +44 (0)1624 825278

Jersey - Domicilium Limited


link

ID: 205299772

Created at: 2015-10-14T11:43:45Z

Chris Harper
Technical Support
Domicilium Limited
Domicilium House, 32-34 Malew Street, Castletown, Isle of Man, IM9 1AF
Tel: +44 (0)1624 825278
Fax: +44 (0)1624 829525
http://www.domicilium.com/

 Mobile: 07624 452104

 

Jerser - BT Business Direct


link

ID: 205299762

Created at: 2015-10-14T11:42:57Z

Hello Wendy,

 

This is my contact information, what I will do for you is look after your account, nice personal service for you with no obligation to spend.

If there are any business needs like prices on IT Equipment, looking to expand your business/offices even close a office we can help, very useful company with the big BT brand name and buying power behind us.

Look forward to hearing from you

 

I’m Alex Thorn

From now on when you look at any  IT equipment or services on our website http://www.businessdirect.bt.com, you can call or email me directly and get me working for you, finding very competitive prices, looking for any information, and giving you good advice about the products and services that we provide.. I will do everything I can to get you some good prices and grate service.

 

I welcome all queries via my direct line: 0870 429 3771

or via email:  AThorn@businessdirect.bt.com.

 

We offer a number of services including:

 

Thank you for giving BT Business Direct the opportunity to win your business; I look forward to showing you how BT’s buying power can work for you.

We offer a huge range of over 20,000 products from all the world’s leading names in computing, networking, software and services.

 

If you could send me a quick email to confirm you have received this message that would be very much appreciated.

 

Best Regards,

 

Alex Thorn

Jersey - Dinos (Constandinos Filinis)


link

ID: 205299752

Created at: 2015-10-14T11:42:22Z

cfilinis@itscy.com

+357 25353560

+357 25353598

+357 99437750

info@itscy.com

Jersey - Deutsche Bank AG


link

ID: 205372291

Created at: 2015-10-14T10:27:47Z

Daniel Berry

Transaction Manager

 

Deutsche Bank AG, Filiale London

CRES

Winchester House, 1 Great Winchester Street, EC2N 2DB London, United Kingdom Tel. +44(20)754-73599 Mobile +447715 768 149 Email daniel.berry@db.com <mailto:daniel.berry@db.com

  

Myles Hartley

GT Retail Production

 

Deutsche Bank International Limited

St. Paul's Gate, New Street, St. Helier, Jersey, Channel Islands, JE4 8ZB T : +44 (1534) 889321 M : +44 (7797) 722851

 

Visit us: http://www.db-ci.com <http://www.db-ci.com/

 

Jersey - Deuchuer Bank


link

ID: 205298682

Created at: 2015-10-14T10:25:16Z

Adam Buxton

01534

Jersey - Dell Support


link

ID: 205298662

Created at: 2015-10-14T10:24:23Z

08443381200

Customer services 0844 444 3792

Jersey - Dell


link

ID: 205298652

Created at: 2015-10-14T10:24:06Z

Nikhilesh Toro

Account Manager

Nikhilesh_Toro@Dell.com

0134-437-8887 Extn:3406565

Dell Support: 0844 338 1200

UK Preferred Accounts Sales Operations: 0870 907 4163

 

 

How am I doing? Please email my manager manas_singh@dell.com

 

Jersey - 2E2 - Andy Delaney


link

ID: 205372221

Created at: 2015-10-14T10:22:58Z

andy.delaney@2e2.je

+441534288085 

Jersey - David Boswell


link

ID: 205372211

Created at: 2015-10-14T10:22:21Z

 

David Boswell | Director of Professional Services

                                                                                              

Phoenix Business Solutions

 

Mob: +44 (0) 7711 151507

DD: +44 (0) 207 680 4457

Fax: +44 (0) 207 680 4460

www.phoenixbs.com

 

 

David Boswell | Director of Professional Services

                                                                                              

Phoenix Business Solutions

 

Mob: +44 (0) 7711 151507

DD: +44 (0) 207 680 4457

Fax: +44 (0) 207 680 4460

www.phoenixbs.com

 

Jersey - Lloyds TSB


link

ID: 205359301

Created at: 2015-10-13T12:45:53Z

Simon Crossley

Offshore Banking Technology Manager

00441534845393

IT Issues re Lloyds Link

Jersey - 2E2 - Jon Crichard


link

ID: 205284482

Created at: 2015-10-13T12:44:33Z

Jon.Crichard@2e2.je

+44 (0) 1534 288010

 

Jersey - Domicilium


link

ID: 205284122

Created at: 2015-10-13T12:29:50Z

Alan Cowin

acowin@domicilium.com

00441624820938

Jersey - Contract 5


link

ID: 205358941

Created at: 2015-10-13T12:29:14Z

Zachery

07797 718084

Jersey - Contract 5 Helpline (24/7)


link

ID: 205358771

Created at: 2015-10-13T12:25:30Z

01534785402

Jersey - Computer Protec Systems


link

ID: 205358751

Created at: 2015-10-13T12:24:33Z

cpsenquiries@computerprotec.co.je

01534 857700

Jersey - Jersey Telecom Limited


link

ID: 205283882

Created at: 2015-10-13T12:23:14Z

Claire Kiddie

Sales Coordinator - Business Solutions

claire.kiddie@jerseytelecom.com

+44 1534 882603

+44 1534 882299

Jersey - Citi Bank


link

ID: 205283832

Created at: 2015-10-13T12:22:01Z

608211

Jersey - Chris (Thomsons)


link

ID: 205283822

Created at: 2015-10-13T12:21:33Z

723673

Jersey - CDP Sigma


link

ID: 205358691

Created at: 2015-10-13T12:21:13Z

Nigle Cave

711570

 

Jersey - Domicillium


link

ID: 205358671

Created at: 2015-10-13T12:19:48Z

Tim Cass

tcass@domicilium.com

+44 1624825278

+44 7624482599

Jersey - CA Support


link

ID: 205283812

Created at: 2015-10-13T12:19:03Z

01753577733

Order No: OL1086303

 

Site ID 829176

 

Version - r16.0 SP1

Jersey - surecw.com


link

ID: 205358631

Created at: 2015-10-13T12:18:19Z

 

Ken Addison

Corporate Account Director, Jersey

     

 

DD: 01534 753360

M: 07700 753360

Fax: 01534 888292

E: ken.addison@surecw.com

 

Richmond House

David Place

St Helier

Jersey

JE4 9WS

www.surecw.com

 

Jersey - Byte


link

ID: 205283802

Created at: 2015-10-13T12:16:47Z

Stewart McLean

stewart.mclean@bytes.co.uk

Richard

 

Stewart McLean
New Business Executive
stewart.mclean@bytes.co.uk

---------------------------------------------------------------------------------
DIRECT LINE:
+44 (0) 20 87861555
SWITCHBOARD: +44 (0) 20 8786 1500
FAX: +44 (0) 20 8393 6622
WEB: http://www.bytes.co.uk

Microsoft’s only UK LAR with Microsoft Gold Certified Partner Status for both License Delivery and Software Asset Management

Microsoft's No 1 LAR for operational efficiency 2005* (*Independently audited by PwC)

 

Jersey - Galaxy Computer Brokers


link

ID: 205283792

Created at: 2015-10-13T12:15:15Z

01481 242412

Jersey - john Brimacombe


link

ID: 205358611

Created at: 2015-10-13T12:14:50Z

00447791873098

 

Jersey - Ca Brightstor


link

ID: 205358601

Created at: 2015-10-13T12:14:18Z

+44 1753245784

Support

08451610038

+441753245784

Jersey - Air Con


link

ID: 205283782

Created at: 2015-10-13T12:13:49Z

Brady and Gallagher Ltd

758267

Engineer Ben 07797836690

Main Engineer Dave 07797724161

Jersey - Bottomline


link

ID: 205358581

Created at: 2015-10-13T12:10:46Z

Send Fault Reports to Service.Bureau@bottomline.com

******************************************************************

Hello

 

Thanks very much for taking the time to meet with me last week.  As discussed, should it be required we do have an escalation path, please do not hesitate to contact me if you have any questions.

 

Escalation Path

The Service Bureau team cover the hours of 07:00 to 18:00, team listed below:

 

Roger Duke

service.bureau@bottomline.com  

0870 733 4210

Dave Hughes

service.bureau@bottomline.com  

0870 733 4210

Duncan Humphries - Supervisor

service.bureau@bottomline.com  

0870 733 4210

Robert Rule

Service Bureau Manager

rrule@bottomline.com

020 7940 4230

 

Customer Care Team

The role of the Customer Care team is to keep in regular contact with customers and be an addition escalation path for customers.  Within the Customer Care team we have Rena Carey, Andy Maloney, Lorraine Esposito and Carol Lovesey, who can be reached by the generic address of clientcare@bottomline.com +44 (0) 20 7940 4200 (which is the best option in case of holidays and meetings) or individual details are listed below:

 

Rena Carey

Customer Care Manager

rcarey@bottomline.com

+44 (0) 20 7940 4220 or

+44 (0) 7971 618917

Carol Lovesey

Key Customer Care Manager

clovesey@bottomline.com

+44 (0) 20 7940 4209 or

+44 (0) 7971 618910

Andy Maloney

Customer Care Manager

amaloney@bottomline.com

+44 (0) 20 7940 4211 or

+44 (0) 7720 947747

Lorraine Esposito

Customer Care Manager

lesposito@bottomline.com

+44 (0) 20 7940 4208

 

Account Manager – Darren Holdstock dholdtsock@bottomline.com       +44 (0) 20 7940 4223

 

Head of SWIFT Access Service - Christian Antrobus who has overall responsibility for the SWIFT operations, both for bureau customers and customers with their own infrastructure.

cantrobus@bottomline.com

+44 207 940 4214

 

So to recap: Escalation Path

 

Service Bureau Team – as above

Supervisor – Duncan Humphries

Manager – Rob Rule

Customer Care Team – as above

Account Manager – Darren Holdstock

Head of SWIFT Access Service – Christian Antrobus

 

Best regards

 

Carol

 

Carol Lovesey | Key Customer Care Manager |  Bottomline Technologies
Direct: +44 (0) 207 940 4209 | Office: +44 (0) 207 940 4200 | Fax: +44 (0) 207 940 4201
65-71 Bermondsey Street | London SE1 3XF | United Kingdom | www.bottomline.co.uk

 

Calculate the environmental savings your company could make by taking a greener approach www.bottomline.co.uk/gogreen

 

 

Jersey - Airtel


link

ID: 205283772

Created at: 2015-10-13T12:10:23Z

Angela Binnie

angela.binnie@airtel-vodafone.je

Customer Services
Call 121 from your Airtel-Vodafone handset.

If calling from another number, dial 07829 700121 (Jersey) or 07839 700121 (Guernsey).

If calling from abroad, dial +44 7829 700121 (Jersey) or +44 7839 700121 (Guernsey).

 

Our call centre opening hours are as follows:

 

Monday - Friday: 8am - 9pm

Saturday: 9am - 5:30pm

Sunday: 10am - 4pm

Bank Holidays: 10am - 4pm

 

 

http://www.airtel-vodafone.je/293-Contact.php

 

Jersey - Softek.co.uk


link

ID: 205283752

Created at: 2015-10-13T12:09:30Z

Mike Bienvenu

mike@softek.co.uk

Jersey - Basilica - Mark Vian


link

ID: 205358571

Created at: 2015-10-13T12:08:46Z

01189027850

Order of Backup tapes

Backup tape lables for DR and Here

Monitors, PC’s and Printers

 

Jersey - Basilica


link

ID: 205283362

Created at: 2015-10-13T11:48:00Z

bchettle@itpartnerships.co.uk

Beverley Chettle

01189027850

Order of Backup tapes

            Backup tape lables for DR and Here

            Monitors, PC's and Printers

Jersey - Barclays Technical Support


link

ID: 205356831

Created at: 2015-10-13T10:14:17Z

01624684448

 

Jersey - Barclays


link

ID: 205356121

Created at: 2015-10-13T09:19:34Z

Louise Bailey

louise.bailey@barclayswealth.com

813697

Louise Bailey
Executive
Wealth Intermediaries
Direct Line: +44 (0) 1534 813697
Fax: +44 (0) 1534 620903
E-mail: louise.bailey@barclayswealth.com
Barclays Wealth
PO Box 82, 39/41 Broad, Street, St Helier, Jersey, JE4 8PU

 

Jersey - BankClarity Paul Fosse


link

ID: 205281522

Created at: 2015-10-13T09:18:32Z

paul.fosse@bankclarityx.com

+44 1534 858485

+44 77 00 74 44 20

Paul Fosse | BankClarity Limited

Email: paul.fosse@bankclarityx.com

Mobile : +44 77 00 74 44 20

LinkedIn: http://www.linkedin.com/in/pfosse

Post: Minden House | 6 Minden Place | St Helier | Jersey  | JE2 4WQ | Tel : +44 1534 858485

 

 

 

 

 

 

 

Amsterdam - Printing in Elsevier


link

ID: 205355781

Created at: 2015-10-13T08:58:26Z

In case people need to print from Elsevier they need to contact IT. Set the following settings

And we need to setup:

  1. Make folder: C:\vistra\Elsevier
  2. Shortcut the folder to desktop and explorer favorites
  3. Show the user how to print Pdf files from Elsevier to that folder and print it using pdf. see the screenshot:
Adding to C: and fav.
print to PDF in Elsevier

Jersey - Bank Clarity


link

ID: 205259872

Created at: 2015-10-12T12:14:48Z

(Leigh Martin)

Leigh@bankclarityx.com

Business 01792465270

Home     858485

Mobile    07797740343

Jersey - Autonomy Systems


link

ID: 205336051

Created at: 2015-10-12T12:13:20Z

Leyton Austin

Business Development Executive

leyton.austin@autonomy.com

01223 448036

Jersey - ARC Segregated Account Services (SAS) Dan Hurdley


link

ID: 205259792

Created at: 2015-10-12T12:08:04Z

01481 267773

Jersey - ARC Segregated Account Services (SAS)


link

ID: 205335981

Created at: 2015-10-12T12:06:42Z

Charlotte Calder

01481 267783

 

Jersey - advert-int.co.uk


link

ID: 205335951

Created at: 2015-10-12T12:05:35Z

Jon Allo

jon@advert-int.co.uk

Business +441534837336 

Mobile     +447797713052 

 

Jersey - Sure Line Security


link

ID: 205259722

Created at: 2015-10-12T12:03:57Z

Ali Franks

afranks@surelinejersey.co.uk

07797711915

Jersey - Alastair Scott


link

ID: 205335941

Created at: 2015-10-12T12:00:30Z

Home 01534857128

Mobile 07797755695

Geneva - Geneva IT Company - Abissa


link

ID: 205259542

Created at: 2015-10-12T11:55:21Z

Service-Desk Email address : servicedesk@abissa.ch

Jersey - AirTEL


link

ID: 205335881

Created at: 2015-10-12T11:52:18Z

Customer Services
Call 121 from your Airtel-Vodafone handset.

If calling from another number, dial 07829 700121 (Jersey) or 07839 700121 (Guernsey).

If calling from abroad, dial +44 7829 700121 (Jersey) or +44 7839 700121 (Guernsey).

 

Our call centre opening hours are as follows:

 

Monday - Friday: 8am - 9pm

Saturday: 9am - 5:30pm

Sunday: 10am - 4pm

Bank Holidays: 10am - 4pm

 

 

http://www.airtel-vodafone.je/293-Contact.php

Jersey - 2e2 (Magalhaes, Ricky)


link

ID: 205335751

Created at: 2015-10-12T11:36:00Z

Ricky.Magalhaes@2e2.je

07797912162

Jersey - 2E2 (Garrod, Lindsay)


link

ID: 205259442

Created at: 2015-10-12T11:32:52Z

Lindsay Garrod

 

Business Development Manager

Email: Lindsay.Garrod@2e2.je

 

2e2 Jersey Limited

 

Direct : 44 (0) 1534 288075

Main  : 44 (0) 1534 288000

Fax  : 44 (0) 1534 288001

Mobile  : 44 (0) 7797 722066

Jersey - 2e2 (Bale, Tom)


link

ID: 205335721

Created at: 2015-10-12T11:32:24Z

Tom Bale

 

Business Development and Technical Director

2e2 Jersey Limited

2e2 Guernsey Limited

2e2 Paperflow Limited

Direct  : 44 (0) 1534 288060

 

 

Jersey - 2e2 David Bishop


link

ID: 205335711

Created at: 2015-10-12T11:30:51Z

davis.bishop@2e2.gg

01481737000 work

07781105363 Mobile

DD 01481 737018

Jersey - 2E2


link

ID: 205335691

Created at: 2015-10-12T11:28:11Z

01534288000

2E2 Jersey Limited
Rue a La Dame
Five Oaks
St Saviour
Jersey
JE3 7NH

Toners and maintenance kits for Xerox printers

 

0870 900 5501 Call logging number. 

 

S\N NWK2232412502

Group - Web Ex


link

ID: 205259382

Created at: 2015-10-12T11:22:38Z

Mark Wilson
Cisco Systems
Phone: +44 (0) 20 314 08220

Group - Video Centric Virtual Room


link

ID: 205259362

Created at: 2015-10-12T11:21:37Z

Connecting from a PC or MAC

  1. Go to www.videocentric.co.uk/virtualroom
  2. Click on either the Europe or USA link (whichever is nearest)
  3. Enter a name for yourself (for identification during the meeting)
  4. Type in 550030 as your Meeting ID
  5. Click “Participate Now”

Group - Vigil Software


link

ID: 205335431

Created at: 2015-10-12T10:51:18Z

Jonathan Tassier
Vigil Software Support
Tel: 0845 2000 317
Fax: 0845 4900 246
Email: support@vigilsoftware.com

____________________________________
Vigil Software Limited
60-61 Mark Lane
London
EC3R 7ND
United Kingdom
Sales     | 0845 2000 316
Support | 0845 2000 317
Fax        | 0870 723 0206
Web      | www.vigilsoftware.co.uk

 

08452000317

 

 

Mail Marshal support -23/11/10

 

End customer account: CHILTERN (JERSEY) LIMITED

Contact: Wendy Ewens

Group - Talentia


link

ID: 205335421

Created at: 2015-10-12T10:50:54Z

To follow on from the relocation of the Talentia Maidenhead team to the new Talentia London office we are pleased to announce a new support structure that should benefit all our clients.

 

With immediate effect all support queries will be managed, in the first instance, by our dedicated support team based in London.  The support team are available between 9am to 5.30pm weekdays (excluding UK Bank Holidays) and can be contacted via the phone or email.

 

Tel : + 44 (0)207 202 9333

Email: supportCPM.uk@Talentia-Software.com

 

It is our preference that all support incidents are raised by email as this automatically logs your call via our support system.

 

Using this dedicated email address for support will enable us to provide a better service to you by ensuring that all communications between you and our team are recorded via our support desk.  Such an approach means that the information required to progress your call is available to all members of Talentia Software who may be involved in the resolution of your specific query.

 

Should you have any queries please feel free to contact the Support Manager, Susan Murray on the number provided above.

 

Kind regards,

Talentia UK Support Team

Talentia Software -  46 Loman Street, London SE1 OEH

Tel : + 44 (0)207 202 9333

SupportCPM.uk@talentia-software.com

www.Talentia-Software.co.uk

Group - phoenixbs


link

ID: 205258992

Created at: 2015-10-12T10:50:30Z

Andrew Hart


Phone:  +44 (0)20 3142 8208
Mobile: +44 (0)7973 308 399
Email:   andrew.hart@phoenixbs.com 
www.phoenixbs.com

London  +44(0)20 7680 4450 | Sydney  +61 (0) 2 8221 8872 | Johannesburg +27 (0)11 881 5818 |  www.phoenixbs.com

**Phoenix awarded HP Autonomy Protect EMEA Partner of the Year

Group - Phoenix Global Support Freephone Numbers


link

ID: 205335411

Created at: 2015-10-12T10:49:58Z

Phoenix Global Support Freephone Numbers

EMEA

Calling from the UK: 0800 668 1500

Calling from outside the UK: +44 800 668 1500

APAC

Calling from Australia: 1 800 146 953

Calling from outside Australia: +61 1 800 146 953

Calling from New Zealand: 0800 446 856

Calling from outside New Zealand: Not Accessible

AMERICAS

Calling from USA: 1 877 591 2346

Calling from outside USA: +1 877 591 2346

 

Group - Misco UK Limited


link

ID: 205258822

Created at: 2015-10-12T10:43:04Z

Matt Garratt | Premier Account Manager

Misco UK Limited

10-14 Darby Close, Park Farm Industrial Estate

Wellingborough, Northants

NN8 6GS

Email: mgar@misco.co.uk

Tel:  Direct Dial:0808 181 6587

Fax: Direct Fax: 0844 493 5309

Group - Microsoft Support


link

ID: 205335351

Created at: 2015-10-12T10:42:49Z

NEW Support number: 0344 8002400

 

Is there anything that Professional Support does not cover?

 

Microsoft Premier Support: https://premier.microsoft.com/

 

 

normal support:

0844 800 24 00

http://support.microsoft.com/oas

Grpup - Metalogix Support Info


link

ID: 205335341

Created at: 2015-10-12T10:42:24Z

IMPORTANT NOTICE

Metalogix is improving and investing in our customer service systems to ensure that we provide the highest level of support. We have transitioned to a new CRM system and beginning July 16, 2012, all requests for support assistance should be performed through the portal at http://www.metalogix.com/Tools/SubmitTicket.aspx or by phone at +1.202.609.9100.

 

The support@metalogix.net email will no longer be monitored as it is today and your service response time will be extended if you send an email to that address. We are confident that you will find the portal to be simple and easy to use, allowing our dispatch team to quickly and effectively process your request for assistance.

 

If you have any questions or concerns, please feel free to contact me directly.

 

Best Regards,

 

 

Anthony Daubenmerkl | Director Worldwide Support

Address

5335 Wisconsin NW, Suite 510

Washington, DC 20015

 

Office

202-688-3607

 

Email

tonyd@metalogix.net    

 

       

Group - Metalogix Account


link

ID: 205258802

Created at: 2015-10-12T10:41:56Z

 

Aaron Benson | Account Manager

Address

2nd Floor, Denmark Court, 18 Market Place, Wokingham, RG40 1AL

 

          Tel

+44 (0)203 608 0667 / +44 (0)7749 085713

 

Email

aaron.benson@metalogix.com

 

       

Group - www.advent.com


link

ID: 205269401

Created at: 2015-10-08T14:24:58Z

Terry Woodcock | Geneva Consultant, EMEA

 

Advent Software, The Lightbox, 127-133 Charing Cross Road

 

London WC2H 0EW, United Kingdom

 

Phone: +44 (0)20 7631 9245 | Mobile: +44 (0)7811 309 794

 

terry.woodcock@advent.com | www.advent.com

Group - McAfee


link

ID: 205269371

Created at: 2015-10-08T14:22:17Z

Lyndsey Martin

lyndsey_martin@mcafee.com

Commercial Area Manager

01753 217562

07834 849433

McAfee International Ltd
227 Bath Road
Slough
Berkshire SL1 5PP

 

Group - IQSYS


link

ID: 205267551

Created at: 2015-10-08T13:38:21Z

IQSYSSupport@sch-group.com

 

contract reference is IQS0146

Daniel.Hicks@sdg.eu.com

 

 

Citrix Support Contract (8 cases per year)

Group - www.interact-intranet.com


link

ID: 205267541

Created at: 2015-10-08T13:36:12Z

Hi Alastair

 

New Intranet Account Manager is Lisa McGann:

 

Lisa.McGann@interact-intranet.com

 

Kind regards

Jemma

Lisa McGann

Project Manager

Interact Intranet - the intelligent intranet
uk: +44 (0) 161 927 3222
m: +44 (0) 759 589 5061
w: www.interact-intranet.com
t: @intranetexperts

Interact Intranet 5.2 – Now here!
Need intranet tips and advice? Log in to our customer community

Group - Interact


link

ID: 205267511

Created at: 2015-10-08T13:31:28Z

+44 (0) 161 927 3223

Group - Insight


link

ID: 205267441

Created at: 2015-10-08T13:27:00Z

Hello!

 

Jimmy Arce has moved on to another role but you can in the future contact me regarding licenses.

 

I will get back to you with quote.

 

David Mohsen

Account Manager

Insight Technology Solutions AB

+46 (0)8-52210534

+46 (0)709-747014

 

Group - Phoenix Support


link

ID: 205191312

Created at: 2015-10-08T13:26:35Z

piitmsp@service-now.com

00442076804455

Group - Eagle One - Lefebvre Software


link

ID: 205267401

Created at: 2015-10-08T13:24:45Z

Technical Issues: support-cpm@lefebvre-software.com

Functional Issues: kmartin@lswe.com

+44 (0)1628 674631

www.lswe.com/en/index.asp

Lefebvre Software

AS Corporate Performance Ltd

Berkshire House

Queen Street

Maidenhead

Berkshire

SL6 1NF

Group - Viewoint


link

ID: 205191282

Created at: 2015-10-08T13:23:50Z

Contacts

kokmeng.lim@viewpoint.com.my

boonsin.tan@viewpoint.com.my

 

Group - CA Support


link

ID: 205191272

Created at: 2015-10-08T13:23:12Z

01753577733

Order No: OL1086303

 

Site ID 829176

Group - GlobalSign


link

ID: 205191162

Created at: 2015-10-08T13:22:35Z

Steve Bolton

Strategic Account Manager

 

GlobalSign

+44 1622 766771 - Direct

+44 7971 908833 - Mobile

www.globalsign.com | www.globalsign.eu 

 

 

https://www.globalsign.com/support/contact.php

Group - Bluecoat


link

ID: 205265991

Created at: 2015-10-08T11:50:15Z

Now Symantec

 

Dear All,

 

Please see below useful info for providing support \ logging cases with Bluecoat.

 

Note: We experienced issues today with the London and Frankfurt POD which appear now to be resolved.

 

*****************************

 

Test Bluecoat site to check POD being used: https://test.threatpulse.com

http://pod.threatpulse.com/

 

 

Check Cloud Status and if any issues with the POD identified  : http://portal.threatpulse.com/dashboard/dashboard.php

 

Support Login : https://bto.bluecoat.com/ (Login\password in Password DB)

 

For immediate support please contact us via phone:

https://support.symantec.com/content/unifiedweb/en_US/contact-support.html

 

Collect data for Web Security Service (WSS) support cases related to network latency or performance issues

https://support.symantec.com/en_US/article.TECH245852.html

 

 

Mandatory Data to Gather During Network Related Outage for IPSEC

https://support.symantec.com/content/unifiedweb/en_US/article.TECH249875.html

 

 

DC IP addresses:

https://support.symantec.com/en_US/article.TECH242979.html

 

 

 

 

Account Info:

 

 

Group - Blue Cirrus


link

ID: 205265941

Created at: 2015-10-08T11:32:37Z

 

Neil Curran | Managing Director
Blue Cirrus: Data security without compromise

Office: 0844 358 2788
Direct: 01225 426 101
Mobile: 07884 496 626

Group - Advent Upgrade 2012 Project Contact


link

ID: 205265921

Created at: 2015-10-08T11:29:45Z

Deirdre Murphy

 

Axxsys Consulting  

Warnford Court

29 Throgmorton Street 
London EC2N 2AT

 

T +44 (0) 207 526 4900

F +44 (0) 207 526 4901

M +44 (0) 7854 719 231

W axxsysconsulting.com

Group - Advent EMEA support numbers


link

ID: 205189532

Created at: 2015-10-08T11:29:16Z

From: Sharp, Kate [mailto:kate.sharp@advent.com]
Sent: 18 September 2012 13:23
To: Sharp, Kate
Subject: EMEA Support Phone Numbers

 

Dear Client

 

We would like to notify you that we have enabled two new EMEA support numbers:

 

 

Our support team will be available between 8:00am and 5:30 pm Monday – Friday except UK Bank Holidays.

 

If you are unable to reach our Support team in London the call will be transferred to the US Geneva Support team.

 

Outside of UK and US business hours you can either leave a voicemail or press 1 for Urgent after hours Geneva support.

 

Case Submission

As we will no longer be actively monitoring our group e-mail genevasupport@advent.com as an initialization point for cases, please use Advent Connection to submit new support cases.  Through Advent Connection, cases will be routed directly to our subject matter experts within our Knowledge Group support structure.

 

There is an FAQ Knowledge Base article on Connection describing the retiring of the Geneva Support group e-mail address.  Please see KB A35496.  We also have documents on Connection that provide an overview of our Knowledge Group model (Global Accounts Client Support) and steps to submit a case online (Online Support Case Management).

 

Thank you,

Global Accounts Support

 

Kate Sharp

 

 

Antwerp - www.acom.be


link

ID: 205265901

Created at: 2015-10-08T11:27:03Z

Tom Kools

 

Support engineer

 

 

 

tom.kools@acom.be

Tel:  +32 3 210 92 60

Fax: +32 3 400 11 51

www.acom.be

Boomsesteenweg 524

B-2020 Antwerpen

 

Mobile

+32 (479) 90.20.42

Antwerp - belgacom


link

ID: 205265891

Created at: 2015-10-08T11:26:43Z

Kristof Grieten

Account Manager

 

Belgacom Group

 

EBU-SME-Area 1

 

Roderveldlaan 2

 

2600 Berchem

 

Contact ID: 10198817 (605747482)

 

ict-servicedesk@belgacom.be

 

M: +32 474 52 64 94

 

Email: kristof.grieten@belgacom.be <mailto:kristof.grieten@belgacom.be>

Antwerp - Belgacom


link

ID: 205265881

Created at: 2015-10-08T11:26:01Z

Dear customer,

We confirm that your incident has been registered with 1864618 as reference.

Description : connection interrupted.
Opened on 20/12/2012 17:18:35.
Due time : 21/12/2012 12:18:35.

Your references :
Data Service ID : 5062891, Address : Henri Van Heurckstraat, 15 Antwerpen.
Your reference : .

We're always at you service at the number mentioned below, or you can reply to this e-mail.

Kind regards,

Belgacom Service Desk
080014888 option 2
From abroad: +32 800 14888

Antwerp - Acta -B nv LEX Support


link

ID: 205265861

Created at: 2015-10-08T11:25:32Z

support@acta-B.be

Contact: Herman Janssens

+00 32 (0) 14 84.16.05

Lindenstraat 4 bus F
2260 Oevel
België

Amsterdam - Vistra Schiphol (FTC) Printer Support


link

ID: 205265841

Created at: 2015-10-08T11:22:13Z

+31 (20) 6584141

Amsterdam - Vistra Netherlands


link

ID: 205189502

Created at: 2015-10-08T11:21:48Z

020 570 8100 Work

020 570 8109

De Lairessestraat 154
1075 HL Amsterdam
Netherlands

Jer - Globalsign


link

ID: 205388201

Created at: 2015-10-15T09:34:55Z

Steve Bolton

Strategic Accounts Manager

+44 (0) 1622 766771 - direct

+44 (0) 7971 908833 - mobile

+44 (0) 1622 235590 - fax

steve.bolton@globalsign.com

www.globalsign.com

Jer - Global Computing


link

ID: 205387691

Created at: 2015-10-15T09:00:08Z

charles.swainston@globalcomputing.co.uk

01481 817000

01481 817020

Support Line 01481 817070

 

Jer - Chiltern


link

ID: 205387671

Created at: 2015-10-15T08:59:33Z

s02071532140

+44 (01932) 766183

+44 07840 805054

+44 07840 805054

Jer - GFI Software


link

ID: 205387661

Created at: 2015-10-15T08:58:40Z

sales@gfi.co.uk

http://www.gfi.com/support/

http://www.gfi.com

+44 (0) 178 461 4040 - Tech Support

+44 (0) 870 770 5370 - Sales & Customer Service

Magna House
18-32 London Road
Staines
Middlesex TW18 4BP
UK

When calling them they will ask for our cutomer number or email domain. Just quote them vistra.com and they will find our details.

Jersey - Xerox Printer Sales


link

ID: 205313372

Created at: 2015-10-15T08:57:40Z

Bob Gates

robert.gates@2e2.je

01534 288087

Jersey - Galaxy


link

ID: 205387631

Created at: 2015-10-15T08:56:27Z

Rob Gill

 

01481 242412

Jersey - G4S (Building Security Company)


link

ID: 205311922

Created at: 2015-10-15T07:28:43Z

cleaning@je.g4s.com

G4S - just e-mail them at cleaning@je.g4s.com Tel no. 502522

 

Jersey - Power Protection & Security


link

ID: 205376971

Created at: 2015-10-14T14:25:30Z

Gary Freeman

office@disjersey.com

+44 1534608866

+44 1534861488

+447797743295 

Jersey - Citigroup Private Bank


link

ID: 205376961

Created at: 2015-10-14T14:24:17Z

Sarah Fitzgerald

Assistant Vice President, Head of Business Support

sarah.j.fitzgerald@citigroup.com

608101

608198

Sarah Fitzgerald

Assistant Vice President

Head of Business Support

Citigroup Private Bank

Tel: 44 1534 608101

Fax: 44 1534 608198

 

If you require Keys for Electrical room (in car park) Call the following people:

 

Gedi     -           608211

Peggy  -           608169

 

Jersey - Sure Technical Faults


link

ID: 205302832

Created at: 2015-10-14T14:22:12Z

0808 10 15 247

Jersey - Falcon Software


link

ID: 205302772

Created at: 2015-10-14T14:16:21Z

Carl Martin

01628674631

 

Karl Martin
Senior Consultant
kmartin@lswe.com

Tel:      +44 (0)1628 674631
Fax:     +44 (0)1628 776879

www.lswe.com/en/index.asp

Lefebvre Software
AS Corporate Performance Ltd

Berkshire House

Queen Street

Maidenhead

Berkshire

SL6 1NF

Software solutions for finance

 

Jersey - Wendy Ewens


link

ID: 205300632

Created at: 2015-10-14T12:50:53Z

Wendy Ewens

01534728999

07797728000

Jersey - Jersey Telecom


link

ID: 205374421

Created at: 2015-10-14T12:50:18Z

Andrew Eeles

Disaster Recovery

Andrew Eales (andrew.eeles@jerseytelecom.com)

01534 882066

Jersey - Lefebvre Software


link

ID: 205373851

Created at: 2015-10-14T12:08:33Z

Eagle One - Lefebvre Software (_HotLineASGroupe@lefebvre-software.com)

Technical Issues: _HotLineASGroupe@lefebvre-software.com

Functional Issues: kmartin@lswe.com

+44 (0)1628 674631

www.lswe.com/en/index.asp

Lefebvre Software

AS Corporate Performance Ltd

Berkshire House

Queen Street

Maidenhead

Berkshire

SL6 1NF

Jersey - Double Take Support


link

ID: 205373751

Created at: 2015-10-14T12:04:01Z

03331234200

Jersey - Double Take


link

ID: 205373741

Created at: 2015-10-14T12:03:41Z

03331234200

Jersey - 2E2 - door


link

ID: 205299912

Created at: 2015-10-14T12:03:11Z

1435

Jersey - Domicillium - Out Of Hours


link

ID: 205373711

Created at: 2015-10-14T12:02:21Z

01624820944

Chris Harper Direct Line : 01624820923

Jersey - Domicillium


link

ID: 205373701

Created at: 2015-10-14T12:01:10Z

Tel: +44 (0)1624 825278

Jersey - Domicilium Limited


link

ID: 205299772

Created at: 2015-10-14T11:43:45Z

Chris Harper
Technical Support
Domicilium Limited
Domicilium House, 32-34 Malew Street, Castletown, Isle of Man, IM9 1AF
Tel: +44 (0)1624 825278
Fax: +44 (0)1624 829525
http://www.domicilium.com/

 Mobile: 07624 452104

 

Jerser - BT Business Direct


link

ID: 205299762

Created at: 2015-10-14T11:42:57Z

Hello Wendy,

 

This is my contact information, what I will do for you is look after your account, nice personal service for you with no obligation to spend.

If there are any business needs like prices on IT Equipment, looking to expand your business/offices even close a office we can help, very useful company with the big BT brand name and buying power behind us.

Look forward to hearing from you

 

I’m Alex Thorn

From now on when you look at any  IT equipment or services on our website http://www.businessdirect.bt.com, you can call or email me directly and get me working for you, finding very competitive prices, looking for any information, and giving you good advice about the products and services that we provide.. I will do everything I can to get you some good prices and grate service.

 

I welcome all queries via my direct line: 0870 429 3771

or via email:  AThorn@businessdirect.bt.com.

 

We offer a number of services including:

 

Thank you for giving BT Business Direct the opportunity to win your business; I look forward to showing you how BT’s buying power can work for you.

We offer a huge range of over 20,000 products from all the world’s leading names in computing, networking, software and services.

 

If you could send me a quick email to confirm you have received this message that would be very much appreciated.

 

Best Regards,

 

Alex Thorn

Jersey - Dinos (Constandinos Filinis)


link

ID: 205299752

Created at: 2015-10-14T11:42:22Z

cfilinis@itscy.com

+357 25353560

+357 25353598

+357 99437750

info@itscy.com

Jersey - Deutsche Bank AG


link

ID: 205372291

Created at: 2015-10-14T10:27:47Z

Daniel Berry

Transaction Manager

 

Deutsche Bank AG, Filiale London

CRES

Winchester House, 1 Great Winchester Street, EC2N 2DB London, United Kingdom Tel. +44(20)754-73599 Mobile +447715 768 149 Email daniel.berry@db.com <mailto:daniel.berry@db.com

  

Myles Hartley

GT Retail Production

 

Deutsche Bank International Limited

St. Paul's Gate, New Street, St. Helier, Jersey, Channel Islands, JE4 8ZB T : +44 (1534) 889321 M : +44 (7797) 722851

 

Visit us: http://www.db-ci.com <http://www.db-ci.com/

 

Jersey - Deuchuer Bank


link

ID: 205298682

Created at: 2015-10-14T10:25:16Z

Adam Buxton

01534

Jersey - Dell Support


link

ID: 205298662

Created at: 2015-10-14T10:24:23Z

08443381200

Customer services 0844 444 3792

Jersey - Dell


link

ID: 205298652

Created at: 2015-10-14T10:24:06Z

Nikhilesh Toro

Account Manager

Nikhilesh_Toro@Dell.com

0134-437-8887 Extn:3406565

Dell Support: 0844 338 1200

UK Preferred Accounts Sales Operations: 0870 907 4163

 

 

How am I doing? Please email my manager manas_singh@dell.com

 

Jersey - 2E2 - Andy Delaney


link

ID: 205372221

Created at: 2015-10-14T10:22:58Z

andy.delaney@2e2.je

+441534288085 

Jersey - David Boswell


link

ID: 205372211

Created at: 2015-10-14T10:22:21Z

 

David Boswell | Director of Professional Services

                                                                                              

Phoenix Business Solutions

 

Mob: +44 (0) 7711 151507

DD: +44 (0) 207 680 4457

Fax: +44 (0) 207 680 4460

www.phoenixbs.com

 

 

David Boswell | Director of Professional Services

                                                                                              

Phoenix Business Solutions

 

Mob: +44 (0) 7711 151507

DD: +44 (0) 207 680 4457

Fax: +44 (0) 207 680 4460

www.phoenixbs.com

 

Jersey - Lloyds TSB


link

ID: 205359301

Created at: 2015-10-13T12:45:53Z

Simon Crossley

Offshore Banking Technology Manager

00441534845393

IT Issues re Lloyds Link

Jersey - 2E2 - Jon Crichard


link

ID: 205284482

Created at: 2015-10-13T12:44:33Z

Jon.Crichard@2e2.je

+44 (0) 1534 288010

 

Jersey - Domicilium


link

ID: 205284122

Created at: 2015-10-13T12:29:50Z

Alan Cowin

acowin@domicilium.com

00441624820938

Jersey - Contract 5


link

ID: 205358941

Created at: 2015-10-13T12:29:14Z

Zachery

07797 718084

Jersey - Contract 5 Helpline (24/7)


link

ID: 205358771

Created at: 2015-10-13T12:25:30Z

01534785402

Jersey - Computer Protec Systems


link

ID: 205358751

Created at: 2015-10-13T12:24:33Z

cpsenquiries@computerprotec.co.je

01534 857700

Jersey - Jersey Telecom Limited


link

ID: 205283882

Created at: 2015-10-13T12:23:14Z

Claire Kiddie

Sales Coordinator - Business Solutions

claire.kiddie@jerseytelecom.com

+44 1534 882603

+44 1534 882299

Jersey - Citi Bank


link

ID: 205283832

Created at: 2015-10-13T12:22:01Z

608211

Jersey - Chris (Thomsons)


link

ID: 205283822

Created at: 2015-10-13T12:21:33Z

723673

Jersey - CDP Sigma


link

ID: 205358691

Created at: 2015-10-13T12:21:13Z

Nigle Cave

711570

 

Jersey - Domicillium


link

ID: 205358671

Created at: 2015-10-13T12:19:48Z

Tim Cass

tcass@domicilium.com

+44 1624825278

+44 7624482599

Jersey - CA Support


link

ID: 205283812

Created at: 2015-10-13T12:19:03Z

01753577733

Order No: OL1086303

 

Site ID 829176

 

Version - r16.0 SP1

Jersey - surecw.com


link

ID: 205358631

Created at: 2015-10-13T12:18:19Z

 

Ken Addison

Corporate Account Director, Jersey

     

 

DD: 01534 753360

M: 07700 753360

Fax: 01534 888292

E: ken.addison@surecw.com

 

Richmond House

David Place

St Helier

Jersey

JE4 9WS

www.surecw.com

 

Jersey - Byte


link

ID: 205283802

Created at: 2015-10-13T12:16:47Z

Stewart McLean

stewart.mclean@bytes.co.uk

Richard

 

Stewart McLean
New Business Executive
stewart.mclean@bytes.co.uk

---------------------------------------------------------------------------------
DIRECT LINE:
+44 (0) 20 87861555
SWITCHBOARD: +44 (0) 20 8786 1500
FAX: +44 (0) 20 8393 6622
WEB: http://www.bytes.co.uk

Microsoft’s only UK LAR with Microsoft Gold Certified Partner Status for both License Delivery and Software Asset Management

Microsoft's No 1 LAR for operational efficiency 2005* (*Independently audited by PwC)

 

Jersey - Galaxy Computer Brokers


link

ID: 205283792

Created at: 2015-10-13T12:15:15Z

01481 242412

Jersey - john Brimacombe


link

ID: 205358611

Created at: 2015-10-13T12:14:50Z

00447791873098

 

Jersey - Ca Brightstor


link

ID: 205358601

Created at: 2015-10-13T12:14:18Z

+44 1753245784

Support

08451610038

+441753245784

Jersey - Air Con


link

ID: 205283782

Created at: 2015-10-13T12:13:49Z

Brady and Gallagher Ltd

758267

Engineer Ben 07797836690

Main Engineer Dave 07797724161

Jersey - Bottomline


link

ID: 205358581

Created at: 2015-10-13T12:10:46Z

Send Fault Reports to Service.Bureau@bottomline.com

******************************************************************

Hello

 

Thanks very much for taking the time to meet with me last week.  As discussed, should it be required we do have an escalation path, please do not hesitate to contact me if you have any questions.

 

Escalation Path

The Service Bureau team cover the hours of 07:00 to 18:00, team listed below:

 

Roger Duke

service.bureau@bottomline.com  

0870 733 4210

Dave Hughes

service.bureau@bottomline.com  

0870 733 4210

Duncan Humphries - Supervisor

service.bureau@bottomline.com  

0870 733 4210

Robert Rule

Service Bureau Manager

rrule@bottomline.com

020 7940 4230

 

Customer Care Team

The role of the Customer Care team is to keep in regular contact with customers and be an addition escalation path for customers.  Within the Customer Care team we have Rena Carey, Andy Maloney, Lorraine Esposito and Carol Lovesey, who can be reached by the generic address of clientcare@bottomline.com +44 (0) 20 7940 4200 (which is the best option in case of holidays and meetings) or individual details are listed below:

 

Rena Carey

Customer Care Manager

rcarey@bottomline.com

+44 (0) 20 7940 4220 or

+44 (0) 7971 618917

Carol Lovesey

Key Customer Care Manager

clovesey@bottomline.com

+44 (0) 20 7940 4209 or

+44 (0) 7971 618910

Andy Maloney

Customer Care Manager

amaloney@bottomline.com

+44 (0) 20 7940 4211 or

+44 (0) 7720 947747

Lorraine Esposito

Customer Care Manager

lesposito@bottomline.com

+44 (0) 20 7940 4208

 

Account Manager – Darren Holdstock dholdtsock@bottomline.com       +44 (0) 20 7940 4223

 

Head of SWIFT Access Service - Christian Antrobus who has overall responsibility for the SWIFT operations, both for bureau customers and customers with their own infrastructure.

cantrobus@bottomline.com

+44 207 940 4214

 

So to recap: Escalation Path

 

Service Bureau Team – as above

Supervisor – Duncan Humphries

Manager – Rob Rule

Customer Care Team – as above

Account Manager – Darren Holdstock

Head of SWIFT Access Service – Christian Antrobus

 

Best regards

 

Carol

 

Carol Lovesey | Key Customer Care Manager |  Bottomline Technologies
Direct: +44 (0) 207 940 4209 | Office: +44 (0) 207 940 4200 | Fax: +44 (0) 207 940 4201
65-71 Bermondsey Street | London SE1 3XF | United Kingdom | www.bottomline.co.uk

 

Calculate the environmental savings your company could make by taking a greener approach www.bottomline.co.uk/gogreen

 

 

Jersey - Airtel


link

ID: 205283772

Created at: 2015-10-13T12:10:23Z

Angela Binnie

angela.binnie@airtel-vodafone.je

Customer Services
Call 121 from your Airtel-Vodafone handset.

If calling from another number, dial 07829 700121 (Jersey) or 07839 700121 (Guernsey).

If calling from abroad, dial +44 7829 700121 (Jersey) or +44 7839 700121 (Guernsey).

 

Our call centre opening hours are as follows:

 

Monday - Friday: 8am - 9pm

Saturday: 9am - 5:30pm

Sunday: 10am - 4pm

Bank Holidays: 10am - 4pm

 

 

http://www.airtel-vodafone.je/293-Contact.php

 

Jersey - Softek.co.uk


link

ID: 205283752

Created at: 2015-10-13T12:09:30Z

Mike Bienvenu

mike@softek.co.uk

Jersey - Basilica - Mark Vian


link

ID: 205358571

Created at: 2015-10-13T12:08:46Z

01189027850

Order of Backup tapes

Backup tape lables for DR and Here

Monitors, PC’s and Printers

 

Jersey - Basilica


link

ID: 205283362

Created at: 2015-10-13T11:48:00Z

bchettle@itpartnerships.co.uk

Beverley Chettle

01189027850

Order of Backup tapes

            Backup tape lables for DR and Here

            Monitors, PC's and Printers

Jersey - Barclays Technical Support


link

ID: 205356831

Created at: 2015-10-13T10:14:17Z

01624684448

 

Jersey - Barclays


link

ID: 205356121

Created at: 2015-10-13T09:19:34Z

Louise Bailey

louise.bailey@barclayswealth.com

813697

Louise Bailey
Executive
Wealth Intermediaries
Direct Line: +44 (0) 1534 813697
Fax: +44 (0) 1534 620903
E-mail: louise.bailey@barclayswealth.com
Barclays Wealth
PO Box 82, 39/41 Broad, Street, St Helier, Jersey, JE4 8PU

 

Jersey - BankClarity Paul Fosse


link

ID: 205281522

Created at: 2015-10-13T09:18:32Z

paul.fosse@bankclarityx.com

+44 1534 858485

+44 77 00 74 44 20

Paul Fosse | BankClarity Limited

Email: paul.fosse@bankclarityx.com

Mobile : +44 77 00 74 44 20

LinkedIn: http://www.linkedin.com/in/pfosse

Post: Minden House | 6 Minden Place | St Helier | Jersey  | JE2 4WQ | Tel : +44 1534 858485

 

 

 

 

 

 

 

Amsterdam - Printing in Elsevier


link

ID: 205355781

Created at: 2015-10-13T08:58:26Z

In case people need to print from Elsevier they need to contact IT. Set the following settings

And we need to setup:

  1. Make folder: C:\vistra\Elsevier
  2. Shortcut the folder to desktop and explorer favorites
  3. Show the user how to print Pdf files from Elsevier to that folder and print it using pdf. see the screenshot:
Adding to C: and fav.
print to PDF in Elsevier

Jersey - Bank Clarity


link

ID: 205259872

Created at: 2015-10-12T12:14:48Z

(Leigh Martin)

Leigh@bankclarityx.com

Business 01792465270

Home     858485

Mobile    07797740343

Jersey - Autonomy Systems


link

ID: 205336051

Created at: 2015-10-12T12:13:20Z

Leyton Austin

Business Development Executive

leyton.austin@autonomy.com

01223 448036

Jersey - ARC Segregated Account Services (SAS) Dan Hurdley


link

ID: 205259792

Created at: 2015-10-12T12:08:04Z

01481 267773

Jersey - ARC Segregated Account Services (SAS)


link

ID: 205335981

Created at: 2015-10-12T12:06:42Z

Charlotte Calder

01481 267783

 

Jersey - advert-int.co.uk


link

ID: 205335951

Created at: 2015-10-12T12:05:35Z

Jon Allo

jon@advert-int.co.uk

Business +441534837336 

Mobile     +447797713052 

 

Jersey - Sure Line Security


link

ID: 205259722

Created at: 2015-10-12T12:03:57Z

Ali Franks

afranks@surelinejersey.co.uk

07797711915

Jersey - Alastair Scott


link

ID: 205335941

Created at: 2015-10-12T12:00:30Z

Home 01534857128

Mobile 07797755695

Geneva - Geneva IT Company - Abissa


link

ID: 205259542

Created at: 2015-10-12T11:55:21Z

Service-Desk Email address : servicedesk@abissa.ch

Jersey - AirTEL


link

ID: 205335881

Created at: 2015-10-12T11:52:18Z

Customer Services
Call 121 from your Airtel-Vodafone handset.

If calling from another number, dial 07829 700121 (Jersey) or 07839 700121 (Guernsey).

If calling from abroad, dial +44 7829 700121 (Jersey) or +44 7839 700121 (Guernsey).

 

Our call centre opening hours are as follows:

 

Monday - Friday: 8am - 9pm

Saturday: 9am - 5:30pm

Sunday: 10am - 4pm

Bank Holidays: 10am - 4pm

 

 

http://www.airtel-vodafone.je/293-Contact.php

Jersey - 2e2 (Magalhaes, Ricky)


link

ID: 205335751

Created at: 2015-10-12T11:36:00Z

Ricky.Magalhaes@2e2.je

07797912162

Jersey - 2E2 (Garrod, Lindsay)


link

ID: 205259442

Created at: 2015-10-12T11:32:52Z

Lindsay Garrod

 

Business Development Manager

Email: Lindsay.Garrod@2e2.je

 

2e2 Jersey Limited

 

Direct : 44 (0) 1534 288075

Main  : 44 (0) 1534 288000

Fax  : 44 (0) 1534 288001

Mobile  : 44 (0) 7797 722066

Jersey - 2e2 (Bale, Tom)


link

ID: 205335721

Created at: 2015-10-12T11:32:24Z

Tom Bale

 

Business Development and Technical Director

2e2 Jersey Limited

2e2 Guernsey Limited

2e2 Paperflow Limited

Direct  : 44 (0) 1534 288060

 

 

Jersey - 2e2 David Bishop


link

ID: 205335711

Created at: 2015-10-12T11:30:51Z

davis.bishop@2e2.gg

01481737000 work

07781105363 Mobile

DD 01481 737018

Jersey - 2E2


link

ID: 205335691

Created at: 2015-10-12T11:28:11Z

01534288000

2E2 Jersey Limited
Rue a La Dame
Five Oaks
St Saviour
Jersey
JE3 7NH

Toners and maintenance kits for Xerox printers

 

0870 900 5501 Call logging number. 

 

S\N NWK2232412502

Group - Web Ex


link

ID: 205259382

Created at: 2015-10-12T11:22:38Z

Mark Wilson
Cisco Systems
Phone: +44 (0) 20 314 08220

Group - Video Centric Virtual Room


link

ID: 205259362

Created at: 2015-10-12T11:21:37Z

Connecting from a PC or MAC

  1. Go to www.videocentric.co.uk/virtualroom
  2. Click on either the Europe or USA link (whichever is nearest)
  3. Enter a name for yourself (for identification during the meeting)
  4. Type in 550030 as your Meeting ID
  5. Click “Participate Now”

Group - Vigil Software


link

ID: 205335431

Created at: 2015-10-12T10:51:18Z

Jonathan Tassier
Vigil Software Support
Tel: 0845 2000 317
Fax: 0845 4900 246
Email: support@vigilsoftware.com

____________________________________
Vigil Software Limited
60-61 Mark Lane
London
EC3R 7ND
United Kingdom
Sales     | 0845 2000 316
Support | 0845 2000 317
Fax        | 0870 723 0206
Web      | www.vigilsoftware.co.uk

 

08452000317

 

 

Mail Marshal support -23/11/10

 

End customer account: CHILTERN (JERSEY) LIMITED

Contact: Wendy Ewens

Group - Talentia


link

ID: 205335421

Created at: 2015-10-12T10:50:54Z

To follow on from the relocation of the Talentia Maidenhead team to the new Talentia London office we are pleased to announce a new support structure that should benefit all our clients.

 

With immediate effect all support queries will be managed, in the first instance, by our dedicated support team based in London.  The support team are available between 9am to 5.30pm weekdays (excluding UK Bank Holidays) and can be contacted via the phone or email.

 

Tel : + 44 (0)207 202 9333

Email: supportCPM.uk@Talentia-Software.com

 

It is our preference that all support incidents are raised by email as this automatically logs your call via our support system.

 

Using this dedicated email address for support will enable us to provide a better service to you by ensuring that all communications between you and our team are recorded via our support desk.  Such an approach means that the information required to progress your call is available to all members of Talentia Software who may be involved in the resolution of your specific query.

 

Should you have any queries please feel free to contact the Support Manager, Susan Murray on the number provided above.

 

Kind regards,

Talentia UK Support Team

Talentia Software -  46 Loman Street, London SE1 OEH

Tel : + 44 (0)207 202 9333

SupportCPM.uk@talentia-software.com

www.Talentia-Software.co.uk

Group - phoenixbs


link

ID: 205258992

Created at: 2015-10-12T10:50:30Z

Andrew Hart


Phone:  +44 (0)20 3142 8208
Mobile: +44 (0)7973 308 399
Email:   andrew.hart@phoenixbs.com 
www.phoenixbs.com

London  +44(0)20 7680 4450 | Sydney  +61 (0) 2 8221 8872 | Johannesburg +27 (0)11 881 5818 |  www.phoenixbs.com

**Phoenix awarded HP Autonomy Protect EMEA Partner of the Year

Group - Phoenix Global Support Freephone Numbers


link

ID: 205335411

Created at: 2015-10-12T10:49:58Z

Phoenix Global Support Freephone Numbers

EMEA

Calling from the UK: 0800 668 1500

Calling from outside the UK: +44 800 668 1500

APAC

Calling from Australia: 1 800 146 953

Calling from outside Australia: +61 1 800 146 953

Calling from New Zealand: 0800 446 856

Calling from outside New Zealand: Not Accessible

AMERICAS

Calling from USA: 1 877 591 2346

Calling from outside USA: +1 877 591 2346

 

Group - Misco UK Limited


link

ID: 205258822

Created at: 2015-10-12T10:43:04Z

Matt Garratt | Premier Account Manager

Misco UK Limited

10-14 Darby Close, Park Farm Industrial Estate

Wellingborough, Northants

NN8 6GS

Email: mgar@misco.co.uk

Tel:  Direct Dial:0808 181 6587

Fax: Direct Fax: 0844 493 5309

Group - Microsoft Support


link

ID: 205335351

Created at: 2015-10-12T10:42:49Z

NEW Support number: 0344 8002400

 

Is there anything that Professional Support does not cover?

 

Microsoft Premier Support: https://premier.microsoft.com/

 

 

normal support:

0844 800 24 00

http://support.microsoft.com/oas

Grpup - Metalogix Support Info


link

ID: 205335341

Created at: 2015-10-12T10:42:24Z

IMPORTANT NOTICE

Metalogix is improving and investing in our customer service systems to ensure that we provide the highest level of support. We have transitioned to a new CRM system and beginning July 16, 2012, all requests for support assistance should be performed through the portal at http://www.metalogix.com/Tools/SubmitTicket.aspx or by phone at +1.202.609.9100.

 

The support@metalogix.net email will no longer be monitored as it is today and your service response time will be extended if you send an email to that address. We are confident that you will find the portal to be simple and easy to use, allowing our dispatch team to quickly and effectively process your request for assistance.

 

If you have any questions or concerns, please feel free to contact me directly.

 

Best Regards,

 

 

Anthony Daubenmerkl | Director Worldwide Support

Address

5335 Wisconsin NW, Suite 510

Washington, DC 20015

 

Office

202-688-3607

 

Email

tonyd@metalogix.net    

 

       

Group - Metalogix Account


link

ID: 205258802

Created at: 2015-10-12T10:41:56Z

 

Aaron Benson | Account Manager

Address

2nd Floor, Denmark Court, 18 Market Place, Wokingham, RG40 1AL

 

          Tel

+44 (0)203 608 0667 / +44 (0)7749 085713

 

Email

aaron.benson@metalogix.com

 

       

Group - www.advent.com


link

ID: 205269401

Created at: 2015-10-08T14:24:58Z

Terry Woodcock | Geneva Consultant, EMEA

 

Advent Software, The Lightbox, 127-133 Charing Cross Road

 

London WC2H 0EW, United Kingdom

 

Phone: +44 (0)20 7631 9245 | Mobile: +44 (0)7811 309 794

 

terry.woodcock@advent.com | www.advent.com

Group - McAfee


link

ID: 205269371

Created at: 2015-10-08T14:22:17Z

Lyndsey Martin

lyndsey_martin@mcafee.com

Commercial Area Manager

01753 217562

07834 849433

McAfee International Ltd
227 Bath Road
Slough
Berkshire SL1 5PP

 

Group - IQSYS


link

ID: 205267551

Created at: 2015-10-08T13:38:21Z

IQSYSSupport@sch-group.com

 

contract reference is IQS0146

Daniel.Hicks@sdg.eu.com

 

 

Citrix Support Contract (8 cases per year)

Group - www.interact-intranet.com


link

ID: 205267541

Created at: 2015-10-08T13:36:12Z

Hi Alastair

 

New Intranet Account Manager is Lisa McGann:

 

Lisa.McGann@interact-intranet.com

 

Kind regards

Jemma

Lisa McGann

Project Manager

Interact Intranet - the intelligent intranet
uk: +44 (0) 161 927 3222
m: +44 (0) 759 589 5061
w: www.interact-intranet.com
t: @intranetexperts

Interact Intranet 5.2 – Now here!
Need intranet tips and advice? Log in to our customer community

Group - Interact


link

ID: 205267511

Created at: 2015-10-08T13:31:28Z

+44 (0) 161 927 3223

Group - Insight


link

ID: 205267441

Created at: 2015-10-08T13:27:00Z

Hello!

 

Jimmy Arce has moved on to another role but you can in the future contact me regarding licenses.

 

I will get back to you with quote.

 

David Mohsen

Account Manager

Insight Technology Solutions AB

+46 (0)8-52210534

+46 (0)709-747014

 

Group - Phoenix Support


link

ID: 205191312

Created at: 2015-10-08T13:26:35Z

piitmsp@service-now.com

00442076804455

Group - Eagle One - Lefebvre Software


link

ID: 205267401

Created at: 2015-10-08T13:24:45Z

Technical Issues: support-cpm@lefebvre-software.com

Functional Issues: kmartin@lswe.com

+44 (0)1628 674631

www.lswe.com/en/index.asp

Lefebvre Software

AS Corporate Performance Ltd

Berkshire House

Queen Street

Maidenhead

Berkshire

SL6 1NF

Group - Viewoint


link

ID: 205191282

Created at: 2015-10-08T13:23:50Z

Contacts

kokmeng.lim@viewpoint.com.my

boonsin.tan@viewpoint.com.my

 

Group - CA Support


link

ID: 205191272

Created at: 2015-10-08T13:23:12Z

01753577733

Order No: OL1086303

 

Site ID 829176

Group - GlobalSign


link

ID: 205191162

Created at: 2015-10-08T13:22:35Z

Steve Bolton

Strategic Account Manager

 

GlobalSign

+44 1622 766771 - Direct

+44 7971 908833 - Mobile

www.globalsign.com | www.globalsign.eu 

 

 

https://www.globalsign.com/support/contact.php

Group - Bluecoat


link

ID: 205265991

Created at: 2015-10-08T11:50:15Z

Now Symantec

 

Dear All,

 

Please see below useful info for providing support \ logging cases with Bluecoat.

 

Note: We experienced issues today with the London and Frankfurt POD which appear now to be resolved.

 

*****************************

 

Test Bluecoat site to check POD being used: https://test.threatpulse.com

http://pod.threatpulse.com/

 

 

Check Cloud Status and if any issues with the POD identified  : http://portal.threatpulse.com/dashboard/dashboard.php

 

Support Login : https://bto.bluecoat.com/ (Login\password in Password DB)

 

For immediate support please contact us via phone:

https://support.symantec.com/content/unifiedweb/en_US/contact-support.html

 

Collect data for Web Security Service (WSS) support cases related to network latency or performance issues

https://support.symantec.com/en_US/article.TECH245852.html

 

 

Mandatory Data to Gather During Network Related Outage for IPSEC

https://support.symantec.com/content/unifiedweb/en_US/article.TECH249875.html

 

 

DC IP addresses:

https://support.symantec.com/en_US/article.TECH242979.html

 

 

 

 

Account Info:

 

 

Group - Blue Cirrus


link

ID: 205265941

Created at: 2015-10-08T11:32:37Z

 

Neil Curran | Managing Director
Blue Cirrus: Data security without compromise

Office: 0844 358 2788
Direct: 01225 426 101
Mobile: 07884 496 626

Group - Advent Upgrade 2012 Project Contact


link

ID: 205265921

Created at: 2015-10-08T11:29:45Z

Deirdre Murphy

 

Axxsys Consulting  

Warnford Court

29 Throgmorton Street 
London EC2N 2AT

 

T +44 (0) 207 526 4900

F +44 (0) 207 526 4901

M +44 (0) 7854 719 231

W axxsysconsulting.com

Group - Advent EMEA support numbers


link

ID: 205189532

Created at: 2015-10-08T11:29:16Z

From: Sharp, Kate [mailto:kate.sharp@advent.com]
Sent: 18 September 2012 13:23
To: Sharp, Kate
Subject: EMEA Support Phone Numbers

 

Dear Client

 

We would like to notify you that we have enabled two new EMEA support numbers:

 

 

Our support team will be available between 8:00am and 5:30 pm Monday – Friday except UK Bank Holidays.

 

If you are unable to reach our Support team in London the call will be transferred to the US Geneva Support team.

 

Outside of UK and US business hours you can either leave a voicemail or press 1 for Urgent after hours Geneva support.

 

Case Submission

As we will no longer be actively monitoring our group e-mail genevasupport@advent.com as an initialization point for cases, please use Advent Connection to submit new support cases.  Through Advent Connection, cases will be routed directly to our subject matter experts within our Knowledge Group support structure.

 

There is an FAQ Knowledge Base article on Connection describing the retiring of the Geneva Support group e-mail address.  Please see KB A35496.  We also have documents on Connection that provide an overview of our Knowledge Group model (Global Accounts Client Support) and steps to submit a case online (Online Support Case Management).

 

Thank you,

Global Accounts Support

 

Kate Sharp

 

 

Antwerp - www.acom.be


link

ID: 205265901

Created at: 2015-10-08T11:27:03Z

Tom Kools

 

Support engineer

 

 

 

tom.kools@acom.be

Tel:  +32 3 210 92 60

Fax: +32 3 400 11 51

www.acom.be

Boomsesteenweg 524

B-2020 Antwerpen

 

Mobile

+32 (479) 90.20.42

Antwerp - belgacom


link

ID: 205265891

Created at: 2015-10-08T11:26:43Z

Kristof Grieten

Account Manager

 

Belgacom Group

 

EBU-SME-Area 1

 

Roderveldlaan 2

 

2600 Berchem

 

Contact ID: 10198817 (605747482)

 

ict-servicedesk@belgacom.be

 

M: +32 474 52 64 94

 

Email: kristof.grieten@belgacom.be <mailto:kristof.grieten@belgacom.be>

Antwerp - Belgacom


link

ID: 205265881

Created at: 2015-10-08T11:26:01Z

Dear customer,

We confirm that your incident has been registered with 1864618 as reference.

Description : connection interrupted.
Opened on 20/12/2012 17:18:35.
Due time : 21/12/2012 12:18:35.

Your references :
Data Service ID : 5062891, Address : Henri Van Heurckstraat, 15 Antwerpen.
Your reference : .

We're always at you service at the number mentioned below, or you can reply to this e-mail.

Kind regards,

Belgacom Service Desk
080014888 option 2
From abroad: +32 800 14888

Antwerp - Acta -B nv LEX Support


link

ID: 205265861

Created at: 2015-10-08T11:25:32Z

support@acta-B.be

Contact: Herman Janssens

+00 32 (0) 14 84.16.05

Lindenstraat 4 bus F
2260 Oevel
België

Amsterdam - Vistra Schiphol (FTC) Printer Support


link

ID: 205265841

Created at: 2015-10-08T11:22:13Z

+31 (20) 6584141

Amsterdam - Vistra Netherlands


link

ID: 205189502

Created at: 2015-10-08T11:21:48Z

020 570 8100 Work

020 570 8109

De Lairessestraat 154
1075 HL Amsterdam
Netherlands

Amsterdam - Tako van Ginkel


link

ID: 205265681

Created at: 2015-10-08T11:10:43Z

Tako van Ginkel (j.j.vanginkel@orange.nl)

+31650462108 

 

Amsterdam - Susannah Isidora


link

ID: 205265671

Created at: 2015-10-08T11:10:05Z

00 31 612 987 792

Amsterdam - Templeton Email Support


link

ID: 205189462

Created at: 2015-10-08T11:09:38Z

Mick Jackson

Inventas Business Solutions Ltd

2 Norbury Road, Reigate, Surrey, RH2 9BY

T:    01737 222900

F:    01737 222901

E:    mick@inventas.co.uk

W:  http://www.inventas.co.uk

 

 

Registered in England : 3500039

Amsterdam - ST, Site-Site Link


link

ID: 205265651

Created at: 2015-10-08T11:08:31Z

The connection/end point in WTC has the following contract reference: C180331

The connection/end point in Terremark has the following contract reference: C180332

 

If the service goed down you can contact our Customer Services department (24/7) on 0800-6570657. From abroad the number is +31 20 4053384.

Amsterdam - SolveIT


link

ID: 205265641

Created at: 2015-10-08T11:07:51Z

roberto B. Sassmannshausen

r.sassmannshausen@solveit.eu

Tel: +31 (0) 10 413 9300

MObile: +31 (0) 616570516

Jersey - Worksite Addin Problem


link

ID: 205265571

Created at: 2015-10-08T10:54:37Z

  1. Click “File”
  2. Click “Options”
  3. Click “Add-ins”
  4. Click on the drop down for “Manage”, Click on the bottom option “Disabled Items”


  5. Highlight the “worksite office 2007 Integration” addin and click enable
  6. Once you have enabled the add-in, navigate back to the drop down menu near “Manage” and This time click on “COM Add-ins”.
  7. You will then see the below add-ins, you then will have to tick “Worksite Office 2007 Integration”, then click “Ok” on the top right hand side.

    So overall you have gone and checked to see if the add in is disabled, you’ve re enabled it, then you’ve gone and made the add in available by ticking the addin and applying the changes.

Amsterdam - Schiphol Telematics


link

ID: 205189212

Created at: 2015-10-08T10:43:11Z

Louter, Jorn (Louter@st.nl)

Business 0203163526

Mobile   0651830857

 

Jorn Louter

Senior Account Manager

Stationsplein 991 – Tristar 3

Postbus 75154

1117 ZS Schiphol

*************

 

Customer Service

T: 0800 - 657 0 657

F: 020 – 316 34 24

cs@st.nl

 

*************

IP adress:               109.69.225.60/61/62

Subnet  :                255.255.255.248

Default Gateway      109.69.225.57

 

Primary DNS:          77.241.235.248

Secondary DNS:      77.241.235.249

 

WTC Schiphol Airport,
Schiphol Boulevard 231,
B-Tower, 5th Floor,
1118 BH Amsterdam Schiphol,
The Netherlands

Tel: +31 88 560 9950
Fax: +31 88 560 9960

 

Contract - c143590 - 12MB

 

Customer number 3173 – managed switches -

 

 

Amsterdam - Van Dijk IT


link

ID: 205265481

Created at: 2015-10-08T10:41:37Z

Robin van Dijk


Van Dijk IT
tel. +31 622529431

www.vandijk-it.com

Amsterdam - RaboBank helpdesk


link

ID: 205265461

Created at: 2015-10-08T10:41:00Z

Lloyd Jozefzoon

+31302166555

London - barclayswealth - Java issue


link

ID: 205189072

Created at: 2015-10-08T10:38:03Z

In case London calls for login issues of barclayswealth banking cards please do the following:

 

  1. The card needs to be activated. (outside network or wait till Bluecoat deployed)
  2. Uninstall any java on their machine.
  3. Reinstall \\ldnsrvdc001\sources$\!!New PC's\!Java 8 Update 60\jre-8u60-windows-i586.exe
  4. Goto control panel à java (32-bit) and do the followin
  5. Let the user login on barclayswealth.mc and allow Java prompts to run always.
 
Let the user login on barclayswealth.mc and allow Java prompts to run always.

Amsterdam - Nimble - Arne Polman


link

ID: 205189032

Created at: 2015-10-08T10:36:04Z

Systems Engineer

APolman@nimblestorage.com

31 6 43097677

 

Amsterdam - Miranda Pennelkamp


link

ID: 205265211

Created at: 2015-10-08T10:33:45Z

00312054268110

Amsterdam - Nimble Support


link

ID: 205188922

Created at: 2015-10-08T10:33:15Z

44 808 134 9962 and uk 0330 8080085

 supportcase@nimblestorage.com

Yes Nimble Support is 24/7 and follows the sun.

 

The UK number I call is 0330 8080085.

 NL toll free: 0-800-020-0730

Also see the page here for more detail: http://www.nimblestorage.com/support/

 

And a Support quick reference guide is available on InfoSight here:

https://infosight.nimblestorage.com/InfoSight/cgi-bin/downloadFile?ID=documents/Support_Quick_Reference_1_6.pdf

********************************

 

 

Account Name: Vistra Group Management

Array SN: AF-122543

Array Name: amsvhcnim01

 

Yes Nimble Support is 24/7 and follows the sun.

The UK number I call is 0330 8080085.

 

Also see the page here for more detail: http://www.nimblestorage.com/support/

 

And a Support quick reference guide is available on InfoSight here:

https://infosight.nimblestorage.com/InfoSight/cgi-bin/downloadFile?ID=documents/Support_Quick_Reference_1_6.pdf

Amsterdam - 2e2 Netherlands


link

ID: 205188902

Created at: 2015-10-08T10:32:24Z

Hans Huntelaar

Business Unit Director

 

Tel: +31 (0)20 462 74 00

Mobile: +31 (0) 6 2125 6839

Fax: +31 (0) 20 4627401

Email: hans.huntelaar@2e2.nl

 

 

Bert Roest

Engineer

 

Tel: +31 (0)79 363 76 00

Fax: +31 (0) 79 363 76 01

Email: bert.roest@2e2.nl 

Amsterdam - Nimble


link

ID: 205265181

Created at: 2015-10-08T10:31:57Z

Jason Monger

Senior Systems Engineer

jmonger@nimblestorage.com

44 7557 300702

Amsterdam - VideoCentric


link

ID: 205188862

Created at: 2015-10-08T10:29:48Z

Lisa Smith

Lisa.Smith@videocentric.co.uk

Business 0118 979 8910

Fax        0118 979 8909

Amsterdam - itcreation


link

ID: 205262031

Created at: 2015-10-08T07:42:26Z

Erwin Versteeg

 

Telefoon

 

Mobiel

 

Website

 

Support

+31 85 - 111 07 00

 

+31 61 526 95 58

 

www.itcreation.nl

 

helpdesk@itcreation.nl



Amsterdam - ING Electronic Banking Helpdesk


link

ID: 205186192

Created at: 2015-10-08T07:39:36Z

0031 50529 2699

Or

0031 88 464 22 33

 

Amsterdam - Fortis Money Manager - Helpdesk


link

ID: 205261811

Created at: 2015-10-08T07:39:12Z

0031 20 347 07 89

Amsterdam - Elsevier - Ron


link

ID: 205186182

Created at: 2015-10-08T07:38:44Z

0031 314358358

Choise 3

0031 314358356

Choise 4 for License related questions

 

Amsterdam - Dell Account Manager 4/7/13


link

ID: 205261781

Created at: 2015-10-08T07:37:56Z

marius_vasilache@dell.com

0206744118

Amsterdam - Verizon Datacentre


link

ID: 205261421

Created at: 2015-10-08T07:35:43Z

servicecenter@terremark.com

+31 (0) 207195 1705

Contract reference information:

Contract ID: p_54121-SO-001

Customer order: PROJ00043215

Billingdate:

05-07-2015

Contract information:

1x standard cabinet A&B feed, 230vAC, 32A power

Location: AMSA1BW051

2x SM fiber 12-count LC/LC IFC

From: To:

AMSA1BW051_CAB NAPAMS.A1AK047.103.07.06 port 1/2 to port 11/12

AMSA1BW051_CAB NAPAMS.A1AK047.103.07.06 port 13/14 to port 23/24

1x MRS CIR 50Mb

Address range: 152.194.64.0 /28

First usable address: 152.194.64.2

Gateway address: 152.194.64.1

MRS1: 152.194.64.2

MRS2: 152.194.64.3

Usable range: 152.194.64.4-14

Broadcast: 152.194.64.15

Post Implementation Support

Please feel free to contact any of the following with questions, requests or concerns you may have

throughout the term of your lease:

- If the Access control list is completed, you will have 24/7 access to our datacenter. For

future access requests and changes please send the contact details to our Security center

ate servicecenter@terremark.com.

- For technical assistance, please contact the 24x7 Terremark Service Center at +31(0) 207195 1705 or via e-mail at servicecenter@terremark.com.

o Once the request is made, the Service Center will verify that the requestor is

authorized to request SmartHands or RemoteHands assistance against the

customers Access Control List. If the individual is not authorized to make these

requests, the Authorizer on the account will be contacted to authorize the

request. This information is included in the welcome pack V1.1.

- For administrative or billing requests, please contact your Service Ma

Amsterdam - Softcat - Hyper-V Engineer


link

ID: 205261171

Created at: 2015-10-08T07:10:23Z

Moynul Ali

Softcat - Hyper-V Engineer

MoynulAl@softcat.com

07702 940 876

 

Office Pictures - October 2015


link

ID: 205234681

Created at: 2015-10-07T08:30:06Z

14a

main Rack
LAN&WLAN to 14a
WLAN Switch
14a RACK
4A  4A
   

Jersey - Advent - Add new user


link

ID: 205154061

Created at: 2015-10-02T15:13:01Z

Citrix - Environments


link

ID: 360008591217

Created at: 2020-05-12T14:49:39Z

To help users first you have to know the environment, so that you are able to choose proper managing application.

Citrix is separated to old and new environment.

Environment Citrix version Managing application
Old XenApp 6.5 Citrix AppCenter
New XenApp 7.12/7.15 Citrix Studio

 mceclip0.png

Environment by location

Location Environment

Amsterdam

old and new

Berlin

new

Frankfurt

new

Geneva

old

Luxembourg

old

Zug

old

Zurich

old

 

Citrix Managing Applications

Both Citrix AppCenter and Studio are equivalent of Windows Server Manager, but for citrix servers.

 

Access to the applications is based on security groups:

AD Security group

Comment 

Security - Group - IT 3rd Line Support

to be verified

Security - IT - Zurich Citrix Server Helpdesk User

needed

Security - IT - Zurich Citrix Server Administrators

needed to manage logged in users, must have for helpdesk user

Both applications are installed on AMSSRVADMIN001

Account Creation Process


link

ID: 115004483489

Created at: 2017-08-11T08:03:39Z

Citrix - Add Farm in AppCenter (old environment)


link

ID: 360008819438

Created at: 2020-05-15T10:51:36Z

 
 
 
 

A Farm is a group of Citrix servers which provides published applications to all users that can be managed as a unit, enabling the administrator to configure features and settings for the entire farm rather than configuring each server individually. All the servers in the farm share a single data store.

  1. RDP to AMSSRVADMIN001
  2. Open Citrix AppCenter

    mceclip0.png

  3. Check for a citrix server in AD based on user location.
    Follow steps below. Change lux in luxsrvctx to user's location.mceclip0.png
  4. In AppCenter navigate to action > Configure and run discoverymceclip0.png
  5. Click Nextmceclip1.png
  6. Press Add and then type in any of the server names found in Point 3, then click OKmceclip2.png
  7. Click Next twice and wait for discovery process to completemceclip3.png
  8. Click Finish. You have just added Server Farm to the left panel.mceclip4.png

Citrix - Add Farm in Citrix Studio (new environment)


link

ID: 360008722877

Created at: 2020-05-15T11:02:33Z

 

A Farm is a group of Citrix servers which provides published applications to all users that can be managed as a unit, enabling the administrator to configure features and settings for the entire farm rather than configuring each server individually. All the servers in the farm share a single data store.

 

All new citrix environment farms are connected automaticity when launching Citrix Studio

  1. RDP to AMSSRVADMIN001
  2. Open Citrix Studio

 

Citrix - Assign user to a desktop in AppCenter (old environment)


link

ID: 360008809078

Created at: 2020-05-15T09:18:51Z

Access to citrix desktops is based on security groups

To check Security groups configured on the desktop:

 
  1. RDP to AMSSRVADMIN001
  2. Open Citrix AppCenter

    mceclip0.png

  3. Expand the Farm. Folder structure under farm differs based on office. Usually user desktops are located under Applications.

    mceclip4.png

  4. Navigate to the desktop that you wish to check configured AD groups for and press left click on it.
  5. Navigate to section Configured usersmceclip5.png

Here You will be able to check configures AD security groups and additional users on the desktop.

 

 

Related articles

Citrix - Environments

Citrix - How to add Farm in AppCenter (old environment)

 

 

Citrix - Assign user to a desktop in Citrix Studio (new environment)


link

ID: 360008723137

Created at: 2020-05-15T11:07:54Z

 

  1. RDP to AMSSRVADMIN001

  2. open Citrix Studio

    mceclip3.png

  3. Navigate to Delivery Groups.

  4. Navigate to the desktop that you wish to check configured AD groups for and press left click on it

  5. From the bottom tabs Choose Desktopsmceclip4.png

Under Section Restricted to users you will be able to check configures AD security groups and additional users on the desktop.

 

Related Articles

Citrix - Environments

Citrix - How to add Farm in Citrix Studio (new environment)